I created a macro that adds a tag in a ticket. However, when some of my agents use that macro, the tag isn't added to the ticket. Why is that happening?
If an agent uses a macro that includes an action to apply a tag, and that tag isn't applied to the ticket, check the permissions associated with the agent's role.
If the agent has a custom role and Can edit ticket tags is disabled, the agent isn't allowed to add tags to tickets (see Creating custom roles and assigning agents (Enteprise)). If the agent uses a macro that includes an action to apply a tag, the tag isn't applied to the ticket, even if the macro is available to the agent.
For more information about macros, see Organizing and managing your macros.