Announcing improved management of macros permissions for roles

Return to top


  • Maik Künnemann

    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?

  • DJ Jimenez

    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

  • Henning

    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. :)

    Thanks! :)

  • Prática Klimaquip

    +1 for Henning

  • Stacy Win

    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
    Zendesk Community Manager

    Hey Stacy, 

    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.


  • Stacy Win

    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)


Please sign in to leave a comment.

Powered by Zendesk