What is a macro in customer support?

In customer support, a macro is a reusable action that inserts a pre-written reply and can also perform steps like setting a status, adding tags, or assigning the ticket — all in one click. It's a canned response that does more than text, automating the routine handling around a common reply.

How macros work

A macro bundles the steps you'd normally do by hand for a recurring scenario: insert the reply, set the status to pending or solved, apply a tag, maybe reassign. One click does all of it consistently, which is why high-volume teams lean on macros to standardize how common situations are handled, not just what they say.

Macro vs canned response

A canned response (or saved reply) inserts text only. A macro can insert text and perform actions. If all you need is a reusable reply, a canned response is enough; if you also want to standardize the workflow around it, a macro does both.

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Questions about Macro (Customer Support)

What's the difference between a macro and a canned response?

A canned response inserts pre-written text; a macro inserts text and can also perform actions like changing status, tagging, or assigning. See canned response.

When should I use a macro instead of a saved reply?

Use a macro when a common reply also needs consistent actions around it (status changes, tags, assignment). Use a saved reply when you only need to insert text.

Related terms

Canned Response

A canned response is a pre-written reply that support agents reuse to answer common questions quickly and consistently. Also called saved replies or macros, they cut repetitive typing and keep answers accurate — but they should be personalized with the customer's details so they don't feel robotic.

Saved Reply

A saved reply is a reusable, pre-written message that support agents insert to answer common questions in a couple of keystrokes. It's the same idea as a canned response (a library of vetted answers the whole team shares), built to make repetitive replies fast and consistent.

Ticketing System

A ticketing system converts customer requests into structured, trackable tickets — each with a reference number, status, priority, and routing. It's built to manage support at scale: high volumes, multiple teams, and formal processes, with reporting on everything that flows through.

Browse the full customer support glossary →