Admin users viewing personal macros of other users

41 Comments

  • Justin
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    In the interim as a smaller project could we open up the visibility to see all macros as an admin? Assuming there are no huge structural differences in the database I imagine its possible to return all results for an admin rather than filtering out user macros. 

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  • Nicole - Community Manager
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    Hey Justin -

    Thanks for the suggestion. We will take your comment under consideration, though as Kristen said, there are some longer-term things in the works around Macros, and until we determine the scope of that project there may not be any interim work done in this area of the product.

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  • Matt Savage
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    One idea worth considering here is providing a pathway for personal macros to become shared macros.  A shared macro submission process, where admins could work through a queue of agent-proposed changes and approve, deny, or request changes to the submissions.

    This would allow agents to have independence in creating content (removing most admin overhead), while also giving admins oversight in the process.  Just like direct software code changes require a code review, this gives individuals agency while also balancing that with process consistency & visibility.

    This functionality can probably be ported over from Guide author/publisher data models.

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  • Keith Johnson
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    For anyone reading, I've found a decent workaround for this limitation that suits my use case that should be applicable to other use cases. We have a process for agents to submit group macro change requests and have always handled it manually. Now, we ask the agent to clone the macro they'd like to edit to a personal macro, make their suggested edits, and then we programmatically copy the clone to a group macro (after validating the changes). Here's how:

    You can't view personal macros as an admin, but you can use a token to log in as the agent and copy the macro.

    1. Agent submits a change request (via, of course, a change request macro). 

    2. We respond with an admin macro with specific instructions with screenshots on how to clone and edit the macro they'd like edited.

    3. Agent responds with another macro noting the ID of their cloned macro.

    4. We briefly review their changes, and then run a script that A) Logs in as the agent and uses the macro ID to save the macro. B) Logs in as the admin, pulls the saved macro info, and automatically generates a new one for the entire group. C) Deletes the agent's personal macro.

    Yes, it's 3 macros used to copy a macro. The irony is not lost on me, but the process is simple when you experience it. The real value is that suggested edits are not lost in translation and do not require back-and-forth clarification.

    For other use cases, you can easily script logging in as each user, pull their personal macros, and export to csv. This would make a monthly personal macro review orders of magnitude easier.

    The scripting is as simple as it gets but I'm happy to share the code.

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  • Justin
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    Keith - you are awesome for thinking outside of the box. I never even thought of logging in as the user using a token. I'm going to build something right now to do this!

    Did I mention you were amazing?

    Thank you,

    Justin

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  • Jerry Goure
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    Keith and Justin — I'd love to see your code. I'm especially curious how you obtain the token for each agent.

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  • Kim Lake
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    Hey all

    Maybe it was removed from this thread or we added it to another post but we found that there is also a way to assume the agent's identity through the old interface - open the agent's group (https://SUBDOMAIN.zendesk.com/groups/GROUPID, or by right-clicking the group name from the People>Groups page), find the agent and "Assume" - you can then go into their views and macros and edit them directly in the interface, without needing to ask the agents for their passwords.

    Kevin's suggestion of token above is best if you need to export though, although hopefully Zendesk will allow the functionality to extract through Admin permissions sooner rather than later, and help us avoid all these complicated and time-consuming workarounds.

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  • Ayal Kellman
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    Great! So now I know how to assume an agents accounts and view/edit their personal macros but is there really no way to transfer those macros to be shared with a group or a different user? 

    I need to close an agent's account but I don't want to lose their personal macros. 

    Thanks!

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  • Matt Savage
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    @Ayal - what you can do from there as an admin is temporarily upgrade the user's role (you can create a separate role that has permissions to edit all macros, optionally), then assume their account, update the macro from personal --> shared, and finally downgrade them back to their current role.  This should allow you to share the macro without interrupting any other agent workflows, assigned tickets, etc. as long as you give the upgraded role similar permissions (you may want to clone the existing basic agent role & add the macro permissions for the new role you create to avoid any issues).

    So it can be done, it's just not very efficient.

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  • Ayal Kellman
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    @Matt - thanks!

    That's far more efficient than re-creating the macros one by one ;) 

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  • Brett - Community Manager
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    Thanks for sharing your workaround Matt!

    While I realize this isn't the most efficient option, I'm glad to hear you were able to find an alternative solution other than re-creating those macros.

    Cheers :) 

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