Macros and support automations

Macros and automations cut the repetitive work out of a help desk. A macro is a saved, reusable response an agent applies with one click; an automation is a rule that runs on its own when a ticket matches your conditions — routing it, replying, or tagging it before anyone touches it.

This guide creates both: a macro for a common answer, and an automation rule that auto-assigns and auto-replies to incoming tickets. KudosCRM's automation engine matches on conditions and runs server-side actions, so the rules fire reliably whether an agent is online or not.

Who this is for

Support leads and admins who want consistent replies and hands-off routing, plus agents who lean on canned responses to move fast.

Before you start

• A KudosCRM account with permission to manage support macros and automations.
• A few repeatable answers worth saving as macros — the ones your team types over and over.
• Clear routing rules in mind, so each automation's conditions and actions are unambiguous.

Six server-side actions, run on your conditions
The automation engine matches a ticket against your conditions and then runs server-side actions — it can assign the ticket, post a reply, add a tag, set a status, or leave an internal note. Because the actions run server-side, rules fire reliably whether or not an agent is at their desk. Automatic ticket sentiment scoring isn't part of this — that's on the roadmap.

Set up macros and automations, step by step

1. Create a macro for a common answer
   Save a canned response your team sends often — for example, a 'how to reset your password' reply or a refund-policy explanation. The macro stores the wording once so agents don't retype it.
2. Apply a macro on a ticket
   On any ticket, an agent applies the macro to drop the saved response into a public reply — consistent wording, sent in a click. The agent can still edit before sending if the situation needs a personal touch.
3. Start a new automation rule
   Open support automations and create a rule. Give it a clear name like 'Route billing questions to the finance queue' so the team knows what it does at a glance.
4. Define the conditions
   Set what the ticket must match for the rule to run — for instance, the subject or body mentions 'invoice', or the priority is urgent, or the company is a key account like Acme Corp. The engine checks these conditions on each matching ticket.
5. Choose the actions
   Pick from the six server-side actions: assign the ticket (auto-assign to an agent or queue), post an auto-reply, add a tag, set a status, or leave an internal note. For example: auto-assign to your billing specialist and auto-reply with an acknowledgment.
6. Save, then watch it work
   Save the rule and let it run. New tickets that match are routed and acknowledged on their own, and you can refine the conditions or actions any time as your support patterns change.

What you get

• Canned responses saved as macros, so agents send consistent answers in a single click.
• Tickets auto-assigned to the right agent or queue the moment they match your conditions.
• Auto-replies, tags, status changes, and internal notes applied without a human touching the ticket.
• Server-side rules that fire reliably whether or not an agent is online.

Frequently asked questions

What's the difference between a macro and an automation?

A macro is a saved response an agent applies manually with a click — it never runs on its own. An automation is a rule that fires by itself when a ticket matches your conditions, running server-side actions like assigning, replying, tagging, setting status, or adding an internal note. Use macros for agent-driven consistency and automations for hands-off routing.

Can a rule assign tickets to the right agent automatically?

Yes. Auto-assign is one of the six server-side actions: when a ticket matches your conditions, the rule assigns it to the agent or queue you chose — so billing questions land with your finance specialist and urgent issues reach the right person without manual triage.

What actions can an automation take?

Six: assign the ticket, post a reply, add a tag, set a status, and leave an internal note (the engine matches on your conditions before running them). You can combine actions in one rule — for example, auto-assign and auto-reply together — and the actions run server-side so they fire reliably.

Do automations run even when no agent is online?

Yes. The actions run server-side, so a rule fires whenever a ticket matches its conditions — overnight, on weekends, or during a rush — without needing an agent at their desk. That's what keeps routing and acknowledgments consistent around the clock.

Learn more

• Customer support (feature) — Everything macros and automations do, on the feature page.
• Support overview — Where automation fits in the KudosCRM journey.