| Announced on | Rollout starts | Rollout ends |
| Sep 5, 2023 | Sep 5, 2023 | Sep 12, 2023 |
Zendesk is excited to announce that in Admin Center, admins can now view personal macros created by and available only to individual users.
This announcement answers the following questions:
What is changing?
We announced earlier this year that admins could now 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.
With this new announcement, we are delighted to launch the ability for admins to be able to view personal macros in Admin Center.
Why is Zendesk making this change?
Customers shared that they needed a complete picture of the macros in their account in Admin Center. Admins will now have that visibility with this change without using the API to get it.
Admins can use this to identify a really great macro that one agent created and then clone it, making it available for all agents to use. Admins can also identify macros that are not brand-appropriate and ask the agent to remove or update them.
What do I need to do?
This change is available in Admin Center on the Macros page, where a new item, “Individual Agents” appears in the availability drop-down.
When selected, this will display a list of macros owned by all other agents.
To learn more, see, Organizing and managing your macros.
Notes
- This change is limited to 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.
- This new visibility is for admins only. Agents with a custom role that includes the permission to add and edit group and global macros will not be able to view macros owned by individual agents.
- It's not currently possible to sort by the “available for column” (name) or to search by the macro owner. You can sort by macro name, creation date, updated date, or usage (up to the last 30 days).
10 Comments
Great stuff - really happy to see this coming in.
Scott Allison
Hi,
how to remove an Agent Macro? We removed the role feature that they can create Macros as they misused it to change priorities. Now I see their Macros and can clone it, but not delete or anything else?
So please let me know how I as an Admin can adjust their stuff.
Thanks.
Tobias
+1 to Tobias's comment.
Admins need to be able to edit/disable everything that one agent can create, as usually they're not aware about full set up logic and adding of one action to the macro can mess tickets in whole instance resulting in many hours of manual Admin work to fix it after.
+1 Anastasia comment
As an administrator, I also wish I could delete macros created by individual agents.
+1 on Anastasia and Tobias' comments
Being able to manage everything, edit, remove, change etc. is of utmost importance for admins.
Thank you everyone for your feedback! I'm glad this improvement is valuable. We have deliberately approached this incrementally so you can get access to something sooner, instead of waiting longer for the entire feature set. So for now, Admin Center is limited to view only. We do want to extend the capabilities in Admin Center, but I don't have a timeline for that. This latest release builds on the earlier release which enabled view, edit and delete through the API. So, for now, if you need to delete or edit a macro owned by an agent, you either need to ask them to do it, or you can do it via the API, or a marketplace app.
Olá!
Faz muita falta não saber quem criou as macros compartilhadas, podem estudar como liberar a opção de histórico para as macros, assim como existe para gatilhos.
+1 to be able to delete macros
Please sign in to leave a comment.