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Hi is it possible to create a macro to resolve a ticket and leave a message. I can do the leave a message part but i cant seem to find an option to set a ticket to resolved.

I have an automation that closes a ticket when it has been resolved so the close option is no good. It has to be resolved as this ends the sla too.

Hey David 👋 Jacques here from Support Engineering.

Do you mean you want to send an automated message after you set a ticket state to ‘resolved’?

Currently, you can’t include the action of changing a ticket state in a Macro

However, you could set up a workflow to do this 👇

Use the ‘Teammate changes the ticket state’ trigger, then you can add a branch step to check if the ticket state is ‘resolved’. Then you can send your message in that branch.

Hope this helps! If you require anymore help on this, feel free to reach out to us via the Messenger! :)

Hi Jacques thanks for your reply, I would like to do this as a macro as its more familiar to the agents.

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