How I reduced ticket backlog using macros and triggers

Hi all,

Just wanted to share a quick win from my setup that helped our (demo) support team reduce backlog by almost 40% in the first week!

We created a series of macros for common issues like password resets, order tracking, and shipping delays — but the real magic happened when we combined those with automated triggers.

Here’s what we did:

1. Macro creation:
   Created pre-filled replies with links to relevant Help Center articles and custom tags for tracking.
2. Trigger setup:
   Every time a macro is applied, a trigger automatically updates the ticket status and sends a follow-up email to the requester.
3. Tag-based reporting:
   We added specific tags to each macro (e.g., macro_password_reset) so we could track the most-used responses and optimize our Help Center content accordingly.

This cut down our agent handling time per ticket and made reporting a lot easier for our team leads.

Hope this helps someone out there! Would love to hear how others are using macros + automation to scale support. 🙌