Why Are Some Ticket Types Not Showing up When Creating Macros?

Overview

Macros can save your team a ton of time by automating common replies or making common updates to support tickets. One action you can do with macros is updating the ticket type. However, when creating a macro, you might have noticed that the list of ticket types does not display all available ticket types you have created.

For example, in the screenshot below, you will see there are 5 ticket types created on the instance.

But when you try to create a macro, the ticket type drop-down list only shows 4 types. This is mainly because the missing ticket type is linked to another/specific department.

Solution

To resolve this issue, first, you need to make sure that the right department is selected in the ticket properties 'Set department' drop-down menu when creating a macro. This will allow the system to populate the ticket types linked to the department.

If the right department is selected, then check the missing ticket type to see which department it is linked to.

NOTE: You need admin access with "view or update ticket types" permission to perform the following steps.

1. Log in to the admin control panel.
2. Click Tickets, then click Ticket Types.
3. Click the relevant ticket type.
4. From the General tab, check the 'Department link' section.
5. From here, you have the following options: 
   • Select the department to where the ticket type should belong (in case it was placed on the wrong department). Selecting a department will make the ticket type available only to that department.
   • Unlink it by selecting the '-Not Linked-' option. This will make the ticket type visible and available to all (regardless of department access).
6. Click Save when done making the changes.

As mentioned above, when you unlink a ticket type from any department, it will be available to all users regardless of department assignment. You can still put a restriction on it by using the Team restriction option in the category level.

To do this, navigate to the Staff CP > Tickets > Macros > Categories > select the Category > select the Team in the 'Restrict to specific team' menu.

NOTE: You need access to the staff control panel with the "insert or update ticket macros" permission to perform the steps above.