Reply Macros and Canned Responses

What macros are

Macros are pre-written, reusable replies. Instead of retyping the same acknowledgment or resolution note on every ticket, you insert a macro, tweak the specifics, and send. Macros keep your team's voice consistent and cut first-response time — which directly protects your SLA targets.

Each macro has a title, a category that describes when to use it, and a body you insert into a reply.

The macros that ship with StretchSupport

Four macros are built in and available on every ticket:

1. Acknowledge and investigate Category: first response. Use this as your very first reply so the customer knows you've received the ticket and are working it.

"Thanks for the details. We have the ticket and are checking the account history now. We will update this thread as soon as we have the next concrete step."

2. Request missing details Category: follow-up. Use when you can't reproduce the problem and need specifics.

"Could you send the workspace, affected page or record, and the exact time you saw this? That will let us reproduce the issue and avoid guessing."

3. Resolution confirmation Category: resolution. Use when you've applied a fix and are moving the ticket to Resolved.

"We applied the fix and the ticket is marked resolved. Please reply here if anything still looks off and we will reopen the thread."

4. Billing handoff Category: billing. Use when a ticket needs to move to billing support.

"We are routing this to billing support with the invoice and account context attached. The next update will come from that queue."

How to use a macro

1. Open the ticket and start a reply.
2. Open the macros picker and choose the macro that fits the situation.
3. The macro's body drops into your reply.
4. Personalize it — add the customer's name, the specific record, or the concrete next step.
5. Send. Your reply is added to the thread as a customer-visible message.

Tip: Pair macros with a status change. "Acknowledge and investigate" goes well with moving to Open; "Request missing details" pairs with Waiting on Customer; "Resolution confirmation" pairs with Resolved.

A realistic example

A customer reports intermittent errors but gives no detail. You open the ticket, insert Request missing details, and add one line: "Specifically, was this on the Invoices page or the Reports page?" You send it and move the status to Waiting on Customer. Two hours later they reply with the exact page and time. You reproduce it, ship a fix, insert Resolution confirmation, and move the ticket to Resolved. Three replies, all consistent, none typed from scratch.

Tips

• Always personalize. A macro is a starting point, not the whole reply — add the one specific detail that shows you read the ticket.
• Use Acknowledge and investigate within the first response window to protect your SLA, even if you don't yet have an answer.
• Reach for Billing handoff together with the route action so the ticket actually moves to the right queue as the message says it will.
• Keep macro edits short. If you find yourself rewriting a macro entirely, it probably isn't the right one for this ticket.

FAQ

Can customers tell a reply was a macro? No — a macro just fills in your reply body. Once you personalize and send it, it's an ordinary customer-visible reply in the thread.

Do macros change the ticket status automatically? No. Macros only insert reply text. Set the status yourself so the reply and the workflow stage stay aligned.

Where do sent macro replies appear? In the ticket thread, as customer-visible reply events — the same place all your replies live.