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A macro is a prepared response or action that agents use to respond to support requests. You can simply streamline your workflow by creating macros for support requests that can be answered with a single, standard response. This saves you the time and effort of crafting a separate response to each customer with the same issue.
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Macros work on if/then conditions for example if a particular tag is added to a ticket then the ticket status is set to priority etc. You can manually apply one or more macros to a ticket at once. Keep in mind that what one macro does can easily be undone by another macro. The actions defined in the macro will be applied. If the macro updated the ticket comment, you can edit the text before submitting the ticket.