Restrict macros by brand

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17 Comments

  • Diego

    I think this one is useful when you have agents that works on separated brand, i have hybrid agents in my company that works for many brands and i am not able to separate the macro gropup properly. any suggestion?

    2
  • Nicole S.
    Zendesk Community Team

    Hey Diego - 

    To clarify, you want an agent that works on multiple brands to be able to use the same macros across the different brands? Is that correct?

    1
  • Diego

    Hi Nicole,

    my goal is to restrict the usage of specific macro to an agent directly related with the brand managed. So my agent could skip across brands using just the correct macros, thanks :)

    0
  • Jessie Schutz
    Zendesk team member

    Hi Diego!

    I think the easiest thing to do would be to create a group specifically for your hybrid agents and then create versions of those macros that are available to that group.

    I know it's a little extra work, but it's the only way to make it so select agents from different groups can access otherwise restricted macros.

    Hope that helps!

    -1
  • Hanna Spivack

    We have 2 brands, and all of my agents work on both.

    I would like that, once brand A is selected on the ticket, only the macros related to that brand would be available, and vice versa.

    Is that possible?

    4
  • Jessie Schutz
    Zendesk team member

    Hi Hanna!

    I'm afraid it's not possible to do that, unless you have your agents divided up into groups as detailed in the Support Tip. 

    What you can do is nest your Macro options under the brand names so that it's very clear which macros go with which brands. You can find out more about organizing your macros here.

    0
  • Ahmed Nassar

    Hey Diego -
    can remove access from agent that makes him create his personal macros ?
    *i have created macros already and i need all agents to use it and stop create personal macros , is there is any way to remove this access from them ?

    0
  • Dan Kondzela
    Zendesk Customer Advocate

    Hi Ahmed,

    If you are on the Enterprise Plan Level you can create a custom role that restricts the use of personal macros. We have documentation on this here: https://support.zendesk.com/hc/en-us/articles/203662026-Creating-custom-roles-and-assigning-agents-Enterprise-

    If you are not on the Enterprise level, however, you will be required to rely on your agents to use Admin-created macros through instruction and training. If limitation of Macro use is essential to your workflow, I would consider the Enterprise Plan.

    Thanks!

    0
  • Kristian Tengstedt

    Could it be in a future scope for multibrand customers to set a brand on each Macro, that will be reflected when a ticket is shown.

    So the brand of the ticket will determine which macros will be available for that specific ticket.

    We work with multiple brands and in a near future will expand with more brands, where most agents will be cross-skilled.

    3
  • Nicole S.
    Zendesk Community Team

    Hi Kristian - 

    That's a good suggestion! I encourage you to share it in the Product Feedback Topic

    0
  • Kristian Tengstedt

    Hi Nicole,

     

    I found and post in the section regarding this, so if anyone reads this thread and think it is a good idea, you can go to https://support.zendesk.com/hc/en-us/community/posts/115008490688-Macro-restriction-to-brand-brand-hybrid-agent-?page=1#community_comment_360001631028 and up vote the idea.

    1
  • Nicole S.
    Zendesk Community Team

    Great, thanks for finding that existing one, Kristian!

    0
  • Mahmoud Tawfik

    is there any way to restrict Macros based on the ticket form and type instead of assignee group.

    i mean like setting condition for macro to be visible in the ticket, Lets say Macros are available to all groups but when agent create a customer service form / ticket type Request/ Request type Return so only the needed Macro will be visible for such a ticket.  

    0
  • Nicole S.
    Zendesk Community Team

    Hi Mahmoud -

    You should be able to use the recently released Contextual Workspaces functionality to accomplish this. It does require Guide Enterprise.

    0
  • Montana

    Nicole S. hi there! I'm having the same issue as many multi-brand folks on this thread. I'd love to upvote the link posted by Kristian a 2 years ago, but that link doesn't go anywhere. Is there still a feedback topic on this issue? Have we made any headway over the last two years on options for cross-trained multi-brand agents who need macros restricted by brand? 

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Montana,

    It looks like the link provided by Kristian has since been archived due to lack of engagement from other users in the forum. Our Product Managers still have access to this data so I'll be sure to pass your feedback over so they're aware of this need :)

    Let me know if you have any other questions!

    0
  • Andrei Kamarouski

    Hi Diego, Montana, Kristian Tengstedt, Mahmoud Tawfik,  

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

    0

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