|Announced on||Rollout starts||Rollout ends|
|August 9, 2022||August 9, 2022||August 19, 2022|
It’s now easier to delegate management of macros to users with a specific role. This improvement is for Enterprise plans only.
Previously, if you granted a role the ability to edit group macros it restricted this activity to macros that were only assigned to a single group. Now, a user can edit a macro as long as they are in at least one of the assigned groups.
Why is Zendesk making this change?
This makes it easier for admins to delegate the responsibility for management of macros to the people who know them best. Admins won’t have to make users an admin of the whole account or create duplicate macros with identical content for different groups.
If a macro belongs to many groups, but a user isn’t in all those groups, that user will only see the group names they belong to. Groups they are not in are displayed as an ID number instead of the group name.
When a user creates a new group macro, they can assign it to either a single group or to the whole account. If the new macro needs to be available to more than one group, then an admin needs to add in the extra groups.
When i first saw this update, is was like "This feature is something i have been waiting for in ages. Thank you Zendesk!". Then i noticed the required plan for this.... :(
I am a bit surprised that this is a Enterprise only, since that feature should belong to almost all plans. The main reason for this, is to secure your Zendesk domain, since group macro only is for admins who also would have access to all triggers, dynamic content and automations. If you want someone to be responsible for adjusting macros, you would actually give that person access to almost everything!
I hope that zendesk in the future would reconsider the required plans for this feature. :)
This update is greatly appreciated! Having multi-group access macros no longer restricted to global macro edit access will make our team's macro management much more efficient
Hi Scott Allison
This change seems to make it impossible for certain macros to be excluded. Can you please create a option for admins to continue to have the ability to edit certain macros exclusively by admins with this change?
This sounds like a potential bug so I'm going to create a ticket on your behalf so our Customer Care team can look into this further with you.
You'll receive an email shortly stating your ticket has been created.
+1 for Henning
Issue: when an agent updates a macro that is available to multiple groups, the original group availability is overwritten and only one group remains on the update (even if the agent has no intention of making changes to the current group availability and has access to all the groups)
I believe it is due to the limitation: When a user creates a new group macro, they can assign it to either a single group or to the whole account. If the new macro needs to be available to more than one group, then an admin needs to add in the extra groups.
I don't like the limitation when an agent creates a new macro they can only associate it with one group (even if they have access to all the groups that they wish to share the macro with).
But this is a real problem for agent updates to existing macros that are available to multiple groups.
Brett Bowser - thanks, I got the support ticket notification. Fingers crossed this issue is a bug. This impacts how our organization allows agents to support macros. As most of the macros are shared with multiple groups (all of which the agent making the macro updates has access to)
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