v0.10.27: Macros, spam handling, and a better reply box

📅 May 28, 2026👤 Ton Kersten

v0.10.27 adds three quality-of-life improvements for helpdesk agents: macros for repetitive responses, spam handling for unwanted email, and a more comfortable reply box.

Macros

Macros let you bundle a set of ticket actions into a single named shortcut. One click applies all of them at once.

Creating macros

Open Admin → Settings → Macros and click + New macro.

Each macro has a name, an optional description, a sort order, and an active/inactive toggle. The Actions section is where the work happens — add one or more actions in sequence:

Action	Effect
Set status	Changes the ticket status to New, Open, Pending, Pending close, or Closed.
Set priority	Changes the priority to Low, Medium, High, or Critical.
Set type	Changes the type to Incident, Problem, Service request, or Change request.
Add tag	Attaches a tag to the ticket.
Add message	Pre-fills the reply box with a templated message (see Placeholders below).

Action

Effect

Set status

Changes the ticket status to New, Open, Pending, Pending close, or Closed.

Set priority

Changes the priority to Low, Medium, High, or Critical.

Set type

Changes the type to Incident, Problem, Service request, or Change request.

Add tag

Attaches a tag to the ticket.

Add message

Pre-fills the reply box with a templated message (see Placeholders below).

You can add multiple actions to a single macro — for example, set status to Pending and add a tag and pre-fill a reply in one step.

In any ticket detail view a Apply macro dropdown appears next to the status and priority controls (only shown when at least one active macro exists). Select a macro name and all its actions are applied immediately:

Status, priority, type changes take effect on the spot.
Tags are added to the ticket.
If the macro has an Add message action, the expanded text is placed in the reply box so the agent can review and edit it before hitting Send.

Placeholders

Add message actions support template variables that are expanded at apply time:

Placeholder Expands to

Placeholder	Expands to
`{email}`	The sender’s full From address (e.g. `John Doe <john@example.com>`).
`{fname}`	The sender’s first name, extracted from the From address or the ticket creator’s profile.
`{name}`	The sender’s full display name.
`{subject}`	The ticket title.
`{ticket_id}`	The ticket number, e.g. `#42`.
`{agent}`	The applying agent’s display name.
`{agent_fname}`	The applying agent’s first name.

{email}

The sender’s full From address (e.g. John Doe <john@example.com>).

{fname}

The sender’s first name, extracted from the From address or the ticket creator’s profile.

{name}

The sender’s full display name.

{subject}

The ticket title.

{ticket_id}

The ticket number, e.g. #42.

{agent}

The applying agent’s display name.

{agent_fname}

The applying agent’s first name.

Clickable chips in the macro editor insert a placeholder at the cursor position, so you never have to type them by hand.

Demo macros

The seed program (make seed) now includes six ready-made macros to get you started:

Acknowledge & Investigate — sets status to Open, adds an investigating tag, and pre-fills an acknowledgement reply.
Request More Information — sets status to Pending, adds a needs-info tag, and pre-fills a request for details.
Escalate to Critical — raises priority to Critical, adds an escalated tag, and pre-fills an escalation notice.
Resolved — Pending Close — sets status to Pending close and pre-fills a resolution notification.
Close & Thank — closes the ticket and pre-fills a thank-you message.
Mark as Duplicate — closes the ticket, adds a duplicate tag, and pre-fills a duplicate notice.

Spam handling

Incoming email sometimes brings spam. Every ticket detail view now has a Mark as Spam button in the toolbar.

Marking a ticket as spam:

Sets is_spam = true and closes the ticket.
Hides it from all ticket list and inbox views by default.
Shows a red SPAM badge on the ticket title when spam is visible.
Displays a red banner at the top of the ticket detail view.

To see spam tickets, click the Show Spam toggle in the ticket list or inbox header. The button turns amber while spam is visible; click it again to hide spam tickets.

If a ticket was incorrectly flagged, open it and click Not Spam to restore it to Open status.

Inbox card/group/list views

The Inbox now offers the same three view modes as customer ticket lists:

Card View — compact cards grouped by status sections (regular, pending reminder, pending close, closed).
Group View — status-based groups, each expandable as cards or a mini table.
List View — a sortable table showing all tickets in one flat list.

The selected mode is stored independently from the customer ticket list preference so switching views in one place does not affect the other.

Larger reply box

The comment/reply box has been enlarged from 3 rows to 8 rows with a minimum height of 180 px. It remains resizable if you need even more space.

A Cancel button now appears next to Send whenever there is text in the box or files attached. Clicking Cancel clears the draft and any pending attachments and resets the editor to the Edit tab — useful when a macro pre-fills the box and you decide not to send the message after all.

Upgrade

Download v0.12.18 from the download page or pull the latest release tag.

No manual database changes are required. The is_spam column is added automatically on first boot via GORM AutoMigrate.