All macros can be accessed through the macro dropdown in the ticket view. One-click macros are promoted to visible buttons on the ticket interface for the fastest possible access. Administrators designate which macros appear as one-click buttons.
The best candidates for one-click macros are the most frequently used action sets in a team’s daily work, such as ‘Send Acknowledgement’, ‘Escalate to Tier 2’, or ‘Mark Resolved with Template’. These should be standardised so all agents apply them consistently.
One-click macros reduce the number of steps agents take to complete routine actions. In high-volume support environments, shaving 30 seconds per ticket across hundreds of tickets per day has a measurable impact on agent productivity and ticket throughput.
A one-click macro is a macro promoted to a visible button on the ticket interface. Agents apply the predefined set of actions instantly without navigating the macro dropdown, speeding up handling of common ticket scenarios.
Create a macro in settings, then enable the one-click option for that macro. Administrators control which macros appear as one-click buttons and for which agent groups they are visible.
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