Macros, canned responses & automation rules

Once tickets are flowing, automation keeps your replies fast and consistent. ADS Helpdesk gives you three building blocks.

Canned responses (saved replies)

Canned responses are reusable reply snippets for common questions.

1. Go to Admin → Canned responses.
2. Create a response with a short title and the reply text.
3. While replying to a ticket, insert it and tweak as needed.

Use these for FAQs you answer the same way every day, shipping times, password resets, business hours.

Macros (multi-step actions)

A macro bundles several actions into one click, for example: post a reply, add a label, set priority, and assign the ticket.

1. Go to Admin → Macros.
2. Define the sequence of actions.
3. Run the macro from a ticket to apply them all at once.

Macros are ideal for repeatable workflows like “escalate to billing” or “request more info”.

Automation rules (run on their own)

Rules act automatically when their conditions are met, no clicks required.

1. Go to Admin → Automation → Rules.
2. Choose the inbox the rule belongs to, then set a condition such as subject, body, sender, attachment, sentiment, or an existing label.
3. Choose one action: apply a label, set priority or status, assign an agent, assign a team, or add an internal note.

Rules are evaluated in order, with the first matching single-value action taking precedence. This keeps routing predictable when several rules could match the same ticket.

Team routing for real operations

Teams are the right target when ownership matters more than one person’s name. Link a team to the inbox it serves, add the appropriate agents, and create a rule such as:

Label is Billing → Assign team Billing

You can also route by subject, sender domain, sentiment, or attachment. If the inbox uses Round robin or Least open, ADS Helpdesk selects an eligible agent inside the selected team. With Manual routing, the ticket stays in that team’s queue until a supervisor or agent claims it.

For agencies and BPOs, use one inbox per client or service line, link only the responsible teams to each inbox, and keep a separate rule set per inbox. This gives supervisors a shared operating view without mixing client work or exposing the wrong inbox to an agent.

Tip: Start with one or two high-value rules, like routing billing labels to the Billing team or sending VIP customers to a priority queue, and expand once you trust them.

Organize with labels

Labels (and categories/tags) keep your inbox tidy and power reporting and routing. Apply them by hand, with macros, or automatically with rules. Manage them under Admin → Labels.

What’s next

• Make sure work reaches the right people with SLAs, routing & handoff.
• Read the team routing guide for inbox-scoped Sales, Billing, Support, and BPO setups.
• Let the AI draft the first response with AI replies.