In processing a limited number of ticket types, you may often find yourself repeating the same set of actions. For example, for a ticket related to refunds, you may:

  1. Tag the ticket as Refund,
  2. Assign the ticket to the Refunds group, and
  3. Set the status of the ticket to Processing Refund.

Instead of doing these repeatedly, you can create a macro command using Scenarios and execute them in a single action.


Create a scenario

  1. Go to Admin | Agent Productivity | Scenario Automations.
  2. Click New Scenario.
  3. Enter an appropriate name and description.
  4. Under Actions, add the steps to perform in order. Select the task and choose the corresponding action from the given dropdowns.
    • For example, to set ticket priority to High, select Set Priority in the first dropdown and select High in the second.
  5. Select the availability of the scenario. You can make it visible just for you, all agents, or others in your group.
  6. Click Save.

The list of created scenarios is displayed on the Scenario Automations page. You can duplicate, edit, or remove an existing entry by hovering over it and clicking Clone, Edit, or Delete respectively.

Use a scenario in a single ticket

  1. Open a ticket and from the action bar, click More actions | Execute scenarios.
  2. From the Execute scenarios panel, search for your scenario, hover over it, and click Execute.
  3. The macro will be completed and you’ll receive a confirmation message saying “Scenario executed”.

Bulk execute scenarios

  1. From the Tickets tab, select the relevant tickets by clicking on the checkmark to their left.
  2. Click Scenarios from the list of buttons above the tickets list and choose your scenario.
  3. The macro will be completed and you’ll receive a confirmation message saying “Scenario executed”.

Manage scenarios

Admins can provide permissions to manage personal or shared scenarios using roles.

  1. Go to Admin | Roles and choose a role, e.g. Supervisor.
  2. Under Scenario Automation, you can change the permission to:
    • Manage personal scenario automations: Agents may create scenarios only visible to them. They can execute personal and shared scenarios. They cannot manage (view, clone, modify, or delete) shared scenarios.
    • Manage shared scenarios automations: Agents may create personal or shared scenarios. They can execute and manage both types of scenarios.