Macros

Macros let you apply multiple actions to a with just one click. They’re a simple way to save time and keep your replies consistent.

What you can do with macros

With a macro, you can:

• Send a pre-written reply
• Leave an internal note
• Assign the ticket to an agent or team
• Update status or priority
• Add or remove tags

Create a macro

1. Go to Settings → Macros
2. Click New Macro
3. Add the actions you want the macro to perform
4. Choose who can use it:

Everyone – all users in your SparrowDesk account

Specific Teams – only visible to selected teams

Only Me – private to you

5. Save and enable your macro

Use a macro in the inbox

You can apply macros directly while working on tickets:

• Press M on your keyboard to open the macro menu
• Or click the macro icon in the toolbar

Select a macro, and SparrowDesk will apply it instantly.

You can edit the reply or details before sending — your changes will only affect this ticket, not the saved macro.

If you can’t see a macro:

• Make sure it’s enabled
• Check that it’s shared with your team
• Confirm your role has permission to use macros

Enable or disable a macro

• Enabled macros: show up in the inbox and can be used
• Disabled macros: hidden from the inbox but not deleted

This is useful if you want to pause a macro temporarily.

Best practices

• Give macros clear names, e.g. “Close with thanks”
• Keep them updated so replies don’t go out of date
• Review usage to see which macros are most helpful
• Remove old macros you no longer need