ProductAI macros
Your best replies become macros, and stay up to date
A macro is a saved reply your team sends with one click instead of typing it again. When your team has sent the same answer on 5 tickets, Flatdesk spots it and the AI writes it up as a macro. New tickets that ask the same thing get it offered. When agents keep making the same edit to a macro before sending, the AI drafts the update and you apply it in one click. Macros can also assign, tag, set the status and send right away. None of this uses your AI allowance.
How it works
- 01
Your team answers as usual
Replies from the last 90 days count, including history you imported from your old help desk.
- 02
Flatdesk finds the repeats
The same reply on 5 different tickets becomes one suggested macro.
- 03
The AI writes the macro
It reads your team's versions and writes one reply with placeholders, a name, and the question it answers.
- 04
It shows up on the right tickets
When a new ticket asks the same question, the reply box offers the macro. AI answers use it too.
- 05
It can do more than reply
A macro can fill in the customer's first name, assign the ticket, set the status, add tags, or send right away.
- 06
It keeps up with changes
When agents keep editing the macro the same way before sending, the AI rewrites it with that edit. Apply it in one click, or keep the old one.
Say customers keep asking where their order is. Over a week, Sam, Priya and Lee each type a similar answer on 5 tickets. Flatdesk spots it and the AI writes one "Where is my order" macro with [order number] as a blank. You check it and save it. The next time a customer asks, the reply box offers it and one click fills it in. Later your shipping time changes and agents keep fixing that line by hand. The AI notices and suggests the updated macro.
At a glance
- Suggests a macro once 5 tickets get the same answer
- The AI writes each one from your team's replies, with placeholders for customer details
- Offers the matching macro on new tickets, in the reply box
- Suggests an update when your team keeps editing a macro the same way, applied in one click
- Each macro can assign the ticket, set the status, add tags and send right away
- Works on imported history, so suggestions can start on day one
- Never uses your AI allowance
Questions
How does Flatdesk decide which macros to suggest?
It groups agent replies from the last 90 days by how many words they share. When one answer has gone out on 5 different tickets and no existing macro covers it, it becomes a suggestion, and the AI writes it up.
How does a macro get updated?
Flatdesk compares each sent reply with the macro it started from. If agents made the same change on most of the last sends (at least 3), like a new time frame, an added sentence or a removed step, the AI rewrites the macro with that change. You apply it in one click or keep the old one. Zendesk offers macro suggestions, including edits to existing macros, in its Copilot add-on at $50 per agent a month billed yearly. In Flatdesk they're part of every seat.
What can a macro do besides reply?
A macro can assign the ticket to a teammate, set it to open, pending or closed, add tags, and send the reply as soon as it's used. [customer name] is filled in with the customer's first name. A macro set to send right away waits if it still has blanks like [order number], so nothing goes out half done.
Do AI macros use AI answers?
No. Writing macros and matching them to tickets never counts toward the AI allowance. Resolutions only count when the AI answers a customer.
How does Flatdesk know which macro fits a new ticket?
The AI writes down the customer question each macro answers. When a new ticket asks the same thing, the reply box offers that macro, and the agent decides whether to use it.
Does it work with history imported from another help desk?
Yes. Imported replies count, so a team that brings its history can get AI macros on the first day.