Multi-Brand: Restricting Macros by Brand rather than Group

16 Kommentare

  • Offizieller Kommentar
    Alina Wright
    Zendesk Product Manager

    Hi everyone, thank you for your feedback around designating business rules like macros to a brand. The good news is that we've kicked off a project that will potentially help with this / solve for it. More updates will be found here so please go ahead and follow along. 

  • Heather Rommel
    Community Moderator
    Zendesk Luminary
    The Product Manager Whisperer - 2021

    Now THIS is a great suggestion and I hope this gets considered.

    5
  • Max McDaniel

    +1 from me!

    3
  • Nicole Saunders
    Zendesk Community Manager

    Thanks for your feedback, all. This has been shared with the product manger for macros.

    3
  • Andrei
    Community Moderator
    The Wise One - 2021

    Hi Montana, @...

    Our Advanced Macros app has the full support of different Brands, Groups, Agents permissions in any combinations. Feel free to try it and contact us for more details https://www.zendesk.com/apps/support/advanced-macros-by-pythia

    0
  • BOXTAL

    +1

    1
  • Isobel M

    +1 from us hugely!

    1
  • +1 on this as well. As a gaming company with different teams across different games, we're encountering the same issue with having our macros visible across different teams. So with different policies across different teams I hope they look into allowing restrictions on view of macros for specific brands and groups.

    1
  • Louis A.

    Any update on this?

    1
  • Andrei
    Community Moderator
    The Wise One - 2021

    Hey, BOXTAL, Isobel M, Virtually Human Studio Pty Ltd and Louis A.,

    Just want kindly make you aware that our app Advanced macros has this feature and many more like this. Be sure to try it for free. 🤓 https://www.zendesk.com/marketplace/apps/support/193660/advanced-macros-by-pythia

    0
  • Oliver Jackson

    Yeah, this feature would be highly valued. 100%.

    0
  • Cameron Milne

    Whilst I appreciate there is an app for this, this should be built in to the system rather than having to pay $15 per agent as an add on.

     

    0
  • Michelle Gottardi

    There should be more features within Zendesk to organize White-labeling CS. Especially for companies who are growing and would like to stick to Zendesk rather than find a different service that provides these features.

     

    Organizing better tickets per brand in a way that is easier for agents to distinguish to avoid confusion for different brands/companies providing support to. 

    Additionally, macros should be able to be organized per brand again to avoid confusion.

    I would love to see more White-labeling features.

    Also, sending outgoing sms as "sms" is a suppose feature yet sms tickets cannot be created. 

    Providing specific permissions to agents within the admin center but not needing them to be a full admin.

    I would also love more managing tools for managers managing agents. 

    0
  • Michelle Gottardi

    I wanted to add. Very interested if you are potentially looking into launching a talk bot feature for after hours or for companies who would like a talk bot.

    0
  • Caroline Kello
    Zendesk Product Manager

    Hello everyone!

    We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on July 27 at 11AM CDT for our PM Roundtable on Permissions and Audit log. It’ll be an open discussion on what is and isn’t working for you on this focus area of Zendesk. We'd also like feedback on the challenges you have around brands. So please bring those questions, concerns and feedback because we want to hear from you! The link to register can be found here, we’d love to see you all there.

    Best regards, Caroline and Alina

    0
  • Shawna James
    Community Product Feedback Specialist

    Thank you so much for providing feedback on this area! In case you missed it, we wanted to make sure you saw the recording and event follow up from our most recent PM Roundtable on this subject matter. Please find the recording and follow up article from the event. Thank you again for your feedback!

    0

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