Announcing visibility of all macros to admins in the Macros API

Announced on	Rollout starts	Rollout ends
May 11, 2023	June 12, 2023	June 16, 2023

Zendesk is excited to announce that starting soon, admins can use the Macros API to view and edit personal macros created by and available only to individual users.

This announcement answers the following questions:

• What is changing?
• Why is Zendesk making this change?
• What do I need to do?

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. 

Starting on June 12, admins can use the Macros 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able to discover and take action on a macro that is not up to the standard they are looking for, perhaps because it’s out of date, contains mistakes, or not brand appropriate.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 will be available via Zendesk's API endpoint for macros. The documentation on how to use this will be updated on the Zendesk developers website prior to the rollout date.

In the future, Zendesk plans to make this same change available in the Admin Center directly.