Why aren't tags added to the ticket even though the macro used includes this action?

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  • Nuno Parreira

    Hello Alex!

    Considering your Q&A, is there any other alternative for me to restrict the free usage of tags to my agents but still allow tags to be added to tickets with macros? With this limitation, I would always have to allow agents to be able to edit tags.

    I have an alternative that is to look for specific strings and use a trigger to add the tag while still preventing agents from adding tags. It works but is somehow cumbersome, and I would be expecting to have a more linear way to accomplish my use case.

    Can you help to find a better solution?



  • Romy Newbold

    At our organization, all user roles have the setting Can edit ticket tags disabled. However, tags are inconsistently added to tickets via macros, and agents are able to delete tags from tickets as well. If disabling the setting "Can edit ticket tags" prevents that, how is that possible?

  • Devan - Community Manager
    Zendesk Community Team

    Hello Romy Newbold,

    Regarding the issue you seem to be running into, I wanted to gather a bit more information from you. Can you please confirm for me your Admins have that setting disabled and if the owner is the one answers the ticket?

    Best regards.

  • Frank Dias

    I would like to also add that I have two roles, one for agents that has the "can edit tags" disabled. the second role I an elevated version  of agent we call it agent manager, this does have "can edit tags" enabled and it also has  the ability to add/edit personal , group and global macros . Role is used to create the macros and share to all agents, the macros include adding tags to the ticket. What we are seeing is that when the agents use the macro the tag is not showing up in the ticket that was defined by the macro. we do not want the agent to create tags at random.

  • Ben Van Iten
    Zendesk Community Team

    Hi Frank,

    If I understand you correctly, you're saying that the agents that don't have the ability to add tags, are also not able to do it with a macro?

    If that is the case, unfortunately that is expected. Macros are unable to get around permissions. Business rules like triggers are able to get around it however. It might be worth having a custom field that only agents can access and having a trigger state that when a certain choice is selected the trigger adds tags to the ticket. This will occur regardless of permission settings.

    Please let me know if I can offer any further assistance.

  • Chris Wooten

    Why on earth would there be a an option to add macros but then not let it bypass role permissions? This needs to be addressed asap.

  • Dave Dyson
    Zendesk Community Team

    Hi everyone, I'm seeing a pattern in the feedback here, and for visibility to our product team, I'd highly encourage one of you to post to our Feedback on Support topic, using our new template. Then let folks know here so they can vote on it and add their own use cases and comments. Thanks!


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