| Announced on | Rollout starts | Rollout ends |
| May 11, 2023 | June 12, 2023 | July 13, 2023 |
Zendesk is excited to announce that admins can use the Zendesk API to view and edit personal macros created by and available only to individual users.
This announcement answers the following questions:
What is changing?
Previously, an admin could only view group or shared macros. Admins could not see personal macros created by other users or even know that they existed.
Admins can now use the Zendesk API to view or edit any macro in your Zendesk account, including personal macros created by and available only to individual users.
This change is limited for administration purposes only. The visibility of macros in Agent Workspace won’t change, meaning that admins will still only see their own personal macros, plus shared or group macros. They will not see any other user’s personal macros in Agent Workspace.
Why is Zendesk making this change?
We heard feedback from our customers that they needed a complete picture of the macros in their account and that seeing them after they have been used on a ticket was not sufficient. Admins will have that visibility with this change.
For example, admins could use this to identify a useful macro that one agent owns and promote it to be a shared macro for all agents to use. Another possibility is for an admin to be able to discover and take action on a macro that is not up to the standard they are looking for, perhaps because it’s out of date, contains mistakes, or not brand appropriate.
What do I need to do?
This change is available via Zendesk's API endpoint for macros. The documentation on how to use this has been updated detailing the new access parameter of "agents".
In the future, Zendesk plans to make this same change available in the Admin Center directly.
11 Comments
huge, Huge, HUGE update! This release is greatly appreciated! We'll have a greater understanding of our overall macro usage.
One thing to clarify: The first line says "view personal macros" but later "view or edit any macro in your Zendesk account, including personal macros" is mentioned. Will admins be able to edit personal macros via API or will they be restricted to view-only?
DJ Jimenez They'll be able to edit them too. I'll get the wording cleared up. Thanks for the question!
Will this be added for personal views and for all explore reports/dashboards? Admins need to be able to view everything and edit everything.
Asaf Max It is something we'd like to do for Views in the future but it's not currently on the roadmap. You can add your support to this idea. A similar request for Explore is here, which I see you've already commented on.
The rollout for this started earlier this week on Monday, and is set to complete on Friday.
Is there any update on the status of this rollout? I don't seem to get any different response from "Agent" access compared to "Shared" access when running the List Macros API call.
Hey everyone! A quick update that this is fully rolled out and admins can use the Zendesk API to view or edit any macro in their Zendesk account, including personal macros created by and available only to individual users.
Amazing! As always the next question on everyone's lips Colleen Hall is when will this functionality be built into the Admin UI for those admins who are less technical and don't know how to use the API?
Amie Brennan We are working on it and expect to release it later this year. We'll post a new announcement at launch!
Agree with Amie, we would love to see this functionality added to the Admin UI, as not all our team members are technical or supposed to work with API's.
Great news, however I agree with the above comments that this functionality should be included within the Admin UI.
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