Improve Macros Functionality

Hi! I’d like to add that our teams are also looking for macros to be able to change ticket states and do other actions. The value this provides is better agent efficiency in pasting updates to the customer and changing the status all in 1 motion, rather than breaking it into multiple steps (reply on ticket, change ticket state, etc.). This will also affect resolution time since it’s saving seconds/minutes for agents to do this action in 1 motion and continue moving on with troubleshooting and other customer inquiries.

I also found this other idea in the Community that others might want to upvote and follow along. 

Wanted to share - Macros can now update ticket states!
When editing existing or creating new macros, you can now “Set ticket state” when adding an action to the macro.

Saw the update from Intercom on the following idea:

https://community.intercom.com/ideas/macros%2Dediting%2Dticket%2Dstatus%2D6688