Categories classify tickets and carry SLA targets; macros are canned replies and actions agents apply with one click. Together they keep answers consistent and reporting clean.
Categories
- 1Manage categories in Settings > Tools > Support > Support setup (/settings/engine/support).
- 2Create a category with sub-categories, respondMins and resolveMins.
- 3Agents pick category on the ticket; routing rules and queues can key off it.
Macros
- 1Open Support > Macros and click New macro.
- 2Write the reply body using placeholders for customer name and ticket number.
- 3Optionally add actions: set status, set priority, add tag, assign to a queue.
- 4Choose visibility: personal or shared with the team.
- 5In a ticket, open the macro picker and apply; edit before sending if needed.
Review the most-used macros monthly; a macro used for the same question hundreds of times is a candidate for a Knowledge Base article.