i’m trying to create a macro which sends an automated reply (via email). I know generally the idea is to use a text module for this. But i thought it would be nice to select a bunch of tickets, and run the macro to send a certain response at once.
Sure that does work. Only i wanted to create a set of macro’s with standard answers, which you could directly run on a bunch of tickets, without the need of going into the ticket, and reply, possibly of course with a text module.
The macro would be practical for this, since you can run them from your overviews.
IMHO, you should try to avoid “spamming” your customers.
In our case, it is enough to use the built-in triggers. With them, the client gets an email when the issue is received, when it changes its status or ownership (i.e. agent changes) and when it is closed. This should be more than enough.
If your customers require extra feedback, it’s always a good idea to reply from within the ticket to keep everyting logged just in case someone asks or audits your procedures.
Totally agree, that was in fact one of the reasons. We have no automated replies at all, since we don’t want generate automated message’s, and generally trust when you send an email it will arrive, and eventually be looked at by a human. But sometimes for example customers are demanding…and keep asking have had a look at it yet, or something…for that it would be nice to just run the marco for example.
Thanks for your thought’s and i understand what you mean. But it might be useful for the really most common replies, instead of resorting to text modules, as described in my use-case.
