Creating a MACRO

Here is how to create a basic macro:

1. Mouse over "Manage" on top menu and select Macros

2. Click "add macro"

3. Click on Shared on Yours depending on who should have access to the macro

4. Enter title and select "Comment/Description" on drop-down menu

5. Click "view available placeholders" at bottom of text box -- copy and paste {{ticket.requester.name}} (labeled ticket requester full name) into text box. Add "Dear" so it reads "Dear {{ticket.requester.name}}"

6. Enter macro text into text box

7. Click "Create" at bottom of page.

Let me know if you have questions!

Brian