I want to use a macro for internal processing without sending a reply to the customer.
For example, I’d like to be able to perform the following actions all at once just by applying the macro:
- Add a standard internal note
- Set tags
- Change the ticket status
I hope to execute these actions without having to enter or send a reply to the customer.
By performing logging, tag updates, and status changes in a single operation, I believe we can reduce manual work and missed updates, while making it easier to standardize our response content.