The difference between Macro based automations and Intent based automations is very simple:

Macro based automations are linked to a specific macro and cannot be edited.

Intent based automations are linked to a specific intent and can be edited.

This means that a once fired, a macro based automation always performs the same action, which is applying a macro to a ticket.

On the other hand, when an intent automation is fired, you can decide what action is performed, be it applying a macro or something else.

How do I change the action that is performed by Intent based automations?

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