Macros are canned replies you pick from the reply composer, so agents don't retype the same answers. Manage them under Configuration → Macros.
Beyond inserting text, a macro can carry side-effect actions — for example changing a ticket's status or assignment when it's applied. So a single click can both send a reply and update the ticket (for instance, "Answer the FAQ and mark pending").
Build macros for your most common responses first. They speed up replies, keep your tone consistent across agents, and reduce errors from manual status changes.