Slotwell documentation

Slotwell turns macros into short forms. Admins write blanks in a macro's reply; agents answer them in the ticket sidebar; Slotwell checks the answers and fills the reply.

For agents

1. Open a ticket. The Slotwell sidebar lists every macro with blanks you can use, with Recently used at the top.
2. Click a macro. Answers that come from the ticket (order number, requester email, a date) are already filled in. Blanks inside text that doesn't apply to your answers stay hidden.
3. Watch the Preview: it shows the reply as the customer will read it.
4. Click Fill reply. Slotwell applies the macro (status, group, tags, fields, as usual) and puts your answers in the reply. Review it and submit as usual.

If you apply a macro with blanks from Zendesk's own macro menu, the sidebar shows Your reply has N blanks to fill: click Fill the blanks for the same form.

A yellow Already sent to this requester box means the same macro was filled for this customer recently (14 days unless your admin changed it), with a link to that ticket.

For admins: writing blanks

Put tokens in a macro's reply text (Admin Center > Workspaces > Agent tools > Macros). The Blank guide in Slotwell's left-bar page lists them and has a builder that writes the token for you.

Settings after ;:

• optional: every blank is required unless it says optional.
• default=...: requester.name, requester.first_name, requester.last_name, requester.email, requester.field.<user field key>, org.name, org.field.<organization field key>, ticket.id, ticket.subject, ticket.field.<ticket field id>, agent.name, agent.first_name, a date (today, +3 business days, +1 week, +1 month, 2026-12-24), or plain text.
• hint=...: help text under the field.
• min= and max=: numbers for number blanks, character counts for text, date expressions for dates.
• format=: date output, using YYYY, MMMM, MMM, MM, M, DD, D, dddd, ddd. Default MMMM D, YYYY.
• save=<ticket field id>: also put the answer in that ticket field (drop-downs match by option name).
• quiet: ask, but don't print the answer (for blanks that only drive conditions).

Use the same label twice to print the same answer twice.

Conditional text

[[#if Resolution = Refund]]
We refunded $[[number:Refund amount]].
[[#elseif Resolution = Replacement]]
A replacement ships on [[date:Ship date]].
[[else]]
We added store credit to your account.
[[/if]]

Conditions: =, !=, contains, is empty, is not empty, a bare label (answered), joined with and and or. A line or paragraph that holds only a block token disappears from the reply.

Tags and ticket fields

Inside a block, [[tag:refund_issued]] adds a tag and [[field:360001234567=refund]] sets a ticket field (drop-downs by option name or tag, checkboxes with true or false) only when that branch applies.

Curly brackets

{{text:Order number}} and {{#if ...}} work too. Square brackets are safest when agents also apply the macro from Zendesk's own macro menu. Zendesk's own placeholders ({{ticket.id}}, {{dc.refund_policy}}) are left alone and render as usual when the ticket is submitted.

For admins: checking macros

Check macros reads every macro and lists its problems: unknown blank types, tokens that never close, blocks that never close or close twice, conditions on a label no blank has, values that aren't an option, pick lists with fewer than two options, bounds that aren't numbers or dates, ticket field ids that don't exist or are inactive, drop-down values that aren't options, default= sources Slotwell doesn't know, blanks in the subject, and Zendesk placeholders for deleted ticket fields. Try it opens the macro in Try a macro, with a sample requester, so you can see the reply for any set of answers.

Settings

• Repeat warning window (days): default 14; 0 turns the warning and its slotwell_m<id> tag off.
• Offer the form for macros applied from the macro menu: default on.

Plans

Team $99 a month (up to 25 shared macros), Professional $199 (up to 250), Enterprise $349 (any number), per Zendesk account, after a 14-day trial. Every feature is on every plan.

Known limits

• Slotwell fills the reply only, not the subject.
• Recents need agents to be allowed to add and edit "Slotwell recents" records.
• A Zendesk report says macros applied by apps may not switch the ticket form; if a macro changes the form, apply it from the macro menu and use Fill the blanks.

Support

hello@greatwork.company. A person replies within one business day.