# Apply a macro when creating a ticket

By Steven Van · 2026-09-16

Intercom's New Inbox lets teammates pick a macro on the ticket-creation screen, so the message and follow-up actions land in one step.

Applying a macro to a ticket used to take three steps: create it, reopen it, then apply the macro. In [Intercom](<https://creatorstoolbox.com/tools/intercom>)'s New Inbox, the ticket-creation screen now includes the full composer, with Reply and Note panes and macro support. Picking a saved macro (or typing its shortcut) drops its message into the ticket and stages any follow-up actions, like assigning or closing. Hitting Create ticket posts the message as the first reply or note and runs those actions automatically.

See the [full changelog entry](<https://www.intercom.com/changes>) for details.

[![](<https://downloads.intercomcdn.com/i/o/tx2p130c/2672111306/377a99b39e81ed3f73d96e19c996/CleanShot+2026-09-15+at+14_24_35%402x.png?expires=1789480800&signature=5fb16948fbf30328a1a44e265a4c4d634660206167cf9c2d14ffed81320f7b4b&req=diYgFMh%2FnIJfX%2FMW1HO4zU9ZZj71v1%2BoRDqtOMjwtuGht7dcplISOLb%2Fx34u%0Aoz0MIOs%3D%0A>)](<https://www.intercom.com/changes>)

![Intercom](<https://www.google.com/s2/favicons?domain=intercom.com&sz=256>)

Intercom

Customer messaging platform — live chat, helpdesk, product tours, and AI-powered support in one place.

[View Intercom →](<https://creatorstoolbox.com/tools/intercom>)

Sources

[Original source](<https://www.intercom.com/changes>)

[Read Apply a macro when creating a ticket on Creators Toolbox](<https://creatorstoolbox.com/blog/intercom-apply-a-macro-when-creating-a-ticket>)

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Canonical source: https://creatorstoolbox.com/blog/intercom-apply-a-macro-when-creating-a-ticket