We have issues with our macros, which were manually migrated by me from old Desk.com system into NEW Desk Cloud Lightning system.
In the macro editors, as well as Macro details view, everything seems fine - there are newlines, URLs/links are clickable/etc.

However, if somebody of our team - me or my colleagues - tries to use any macro in a Case, the macro pastes a VERY long 1 line/1 paragraph of text - NO newlines, no clickable URLs - it seems to paste it as plain text.

How can we fix this?

Also, does it need fixing all macros 1 by 1, or is there a way to fix them all at once?

We just started using Case management for our Support group.   One of the issues they've raised is related to closing a case.  They don't want have to seperately click 'Send an Email' to send the customer a case closing message then click 'Close Case' to close the case.  They would like a button on the Email page layout called 'Send and Close Case' that would send the email then open the standard 'Close Case' page.  Can anyone suggest how I would go about doing that?

Thanks & Regards,

Jeff

We just started using Case management for our Support group.   One of the issues they've raised is related to closing a case.  They don't want have to seperately click 'Send an Email' to send the customer a case closing message then click 'Close Case' to close the case.  They would like a button on the Email page layout called 'Send and Close Case' that would send the email then open the standard 'Close Case' page.  Can anyone suggest how I would go about doing that?

Thanks & Regards,

Jeff