Macros

They're for the answers a human sends often — a returns address, a standard apology, a set of instructions. Things Mimir should answer on its own belong in a note or a resource instead, so the customer gets the answer without waiting for you.

Creating a macro

Go to Settings → Macros. Two tabs:

Personal — only yours. The page opens here.

Shared — available to everyone. Managing shared macros requires the right permission.

+ creates a macro. Give it a title, write the content, and optionally limit it to specific Regions — useful when the same reply needs different wording per market.

Variables

Macros can include:

First name

Last name

Customer support agent first name

Assignee first name

These are filled in when you insert the macro, from the customer's name, the person inserting it, and whoever the conversation is assigned to.

Using one

Two ways:

Click Macros (M) and search.

Type / in the reply editor to bring up the macro list inline.

Either way the text is inserted into your reply with the variables already filled in, and you can edit it before sending.

Macro use is recorded in the conversation timeline, so it's visible later which macro was used.

Importing from another helpdesk

On the Shared tab, Import pulls macros from a connected helpdesk integration and maps its variables onto Mimir's. If you're moving from another system, this saves rebuilding them by hand.

Getting more out of them

Keep titles searchable. You'll find macros by typing part of the title, so name them for the situation — "Return address — Norway" rather than "Returns 2".

Watch what you're using most. A macro you send several times a day is a strong candidate to become a note instead, so Mimir handles it without you.

Prune shared macros. Outdated shared macros get sent by people who assume they're current. Review them when policies change.

Macros aren't rules. A macro is inserted by a person. To do something automatically on incoming mail — tagging, assigning, closing — use Rules.