Ticket Macros

I want to propose adding “Ticket Macros” to the system so our techs can execute multi-step standardized workflows in one action.

Example use cases: closing a ticket with verification, escalating to Tier 2 with triage context, reopening with structured follow-up.

Required capabilities:

• Named macros that sequence actions (status change, templated notes with placeholders, field updates, tagging, notifications).

• Permissions on who can create/edit macros.

• Execution audit trail showing macro used, who ran it, and exactly what changed.

• Option to trigger macros manually or conditionally based on ticket state.

Example macro: “Close ticket, verified working” would set status to Complete, populate a standardized resolution note including customer confirmation, tag the ticket, etc.

You could also have a macro for something like "Information request" that puts the ticket on hold indefinitely and changes it to a status of your own choosing, such as "waiting for information".

Having this built-in will cut repetitive work, enforce consistency, and make downstream reporting reliable.