All answers
How do you document when and how to use customer support macros?
March 6, 2026·2 min read·SOPs by Role and Use Case
Document each support macro with three things: the trigger scenario (when to use it), the macro content (what it says), and any required customization (fields the agent must fill in before sending). Create a searchable reference guide organized by ticket category. Record the process of selecting and customizing each macro in your ticketing system so agents can see exactly what to click.
What should a macro reference guide include?
| Field | Description | Example |
|---|---|---|
| Macro name | Internal label | "Refund - Approved" |
| When to use | Trigger condition | Customer requests refund within 30-day window |
| When NOT to use | Exceptions | Refund over $500 (requires manager approval) |
| Customization required | Fields the agent must fill | Order number, refund amount, expected timeline |
| Ticket actions | Status changes, tags, assignments | Set status to "Resolved," add tag "refund-processed" |
How do you organize macros by category?
| Category | Example Macros |
|---|---|
| Billing & refunds | Refund approved, refund denied, payment failed, invoice request |
| Account issues | Password reset, account locked, upgrade confirmation |
| Technical support | Bug acknowledged, workaround provided, escalated to engineering |
| Shipping | Tracking info sent, delivery delay, lost package claim |
| General | First response, follow-up request, ticket closure |
How do you train agents on macro usage?
- Record the workflow — Use Glyde to capture the process of finding and applying each macro in your ticketing system
- Create a cheat sheet — One-page table of macros with trigger conditions
- Include in onboarding — New agents review the macro guide on day 2
- Review quarterly — Update macros when policies change and archive unused ones
- Track usage — Monitor which macros are used most and which are never selected
This answer is part of our guide to SOPs by role and use case.