Support Macro Playbook: 7 Macros That Cut Ticket Time

Macros are only useful when they are short, policy-safe, and easy to personalize in under 10 seconds.

Macro set to start with

1. Shipping delay with revised ETA
2. Wrong-size exchange workflow
3. Damaged item replacement flow
4. Refund approved with timeline
5. Refund denied with policy reference
6. Address change before fulfillment
7. Escalation to specialist with handoff summary

Structure every macro this way

• Line 1: confirmation of customer issue
• Line 2: action being taken and timeline
• Line 3: one clear next step for the customer

Avoid stuffing policy language into the same macro. Put long policy details in your help center and link out when needed.

Quality controls

• Review top 20 macros every two weeks
• Remove macros unused for 60 days
• Track reopen rate by macro tag

The fastest teams treat macros like code: versioned, reviewed, and retired when stale.