Admin users viewing personal macros of other users

41 Comments

  • Jonathan March
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    This is a duplicate (maybe triplicate) request, might be worthwhile consolidating with previous instances of it. Seems like a clear, unarguable use-case.

    2
  • DJ Jimenez
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    +1

    We do a monthly macro review where obsolete and/or unused shared macros get deactivated then deleted at a later date. Since we started performing the maintenance, more agents are relying on personal macros over adding to the shared pool to help out other agents. This is not so problematic for the canned responses, but as an admin I can't determine if the personal macros are setting up fields or tags correctly.

    Example: an agent, not knowing the difference, uses Set Tags instead of Add Tags

    Example: adding the tag "no_bump" when "no-bump" is the one that controls the triggers / automations

    Example: updating a value to a ticket field that belongs to another form

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  • Gwenda Ellwood
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    We would very much like to give our agents access to personal macros, but our IT management team will not allow it precisely because there is no way we can access the macros agents are making, and as Ramon say, monitor their quality.

    2
  • Alex Clausen
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    +1

     

    I don't want to allow all users to make shared Macro's but I would like to, as admin, to see their Macro and change/upgrade a user created Macro to a shared macro.

    7
  • Adam Drumm
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    +1

    2
  • Kim Lake
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    This is absolutely required to ensure we can validate the content an agent is issuing to a customer "in our name", and to ensure the agent is updating the content when products/policy changes within the company.

    6
  • Mithun Gopalakrishnan
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    +1 

    This is needed to be able to review the settings of the personal macros. We are unable to trace errors made by agents in their personal macro. 

    One simple example is the usage of Set Tags, instead of Add Tags as a personal macro action. If Set Tags is used, it will take of all the tags that was preset to the ticket by Main Stream triggers, causing an issue with reporting and clean up at a later stage.

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  • Erica Clayton
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    +1

    As we're scaling and reworking our entire support model, it's crucial that as a manager I can access the personal macros of my agents.  I've discovered incorrect actions, poor language/communication, and inadequate service due to a lack of visibility into these tools.  Asking for login credentials for each of my agents breaks our tech/IT policies.  ZD pleeeeease let account owners access these macros somehow - maybe adding a "login as user" (we call it "ghosting into" accounts) functionality available only to owners or admins? This would be an invaluable tool for squashing data integrity and QA-related issues!

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  • Jade
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    I too have painstakingly gone through all public shared macros and triggers in an effort to revamp our tagging and stat tracking systems to align with Insights reports generated from Tag info.  However, after only 1 week it has become increasingly obvious that many personal macros are not inline with my system.  I've attempted to address these individually as discovered with the creating agent, but it is extremely tedious, and very ineffective when trying to essentially reboot a reporting system.  

    My current solution is to request all agents do a audit of personal macros against the rules and parameters I've set, and then do a review with them in a video conference 1 on 1 with a screen and control share in order to go through their macros without requesting login credentials.  This will be much more of a time commitment for both the agent and myself, than it would be if I could simply View(not even edit) Agent personal macros.  

    Please Zendesk you've built a wonderful system but have not accounted for some common human error, or an admin's ability to both view and curb these issues.  Stats are only as good as the input.  Please let us control the input better. 

    6
  • Joe Adkison
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    +1 here as well.  I'll chime in that we are also going through efforts to getting all our support messaging on the same page.  Extracting these personal macros as we work towards centralized messaging has become quite a chore.  I'd love a way to see all this at an administrators level to ensure that everyone is on the same page.  

     

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  • Erin Slovitt
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    +1 here as well. This functionality is critical for the purposes of quality assurance. It would be great if a product manager could provide a response to this post as it was created over a year ago. 

    1
  • Justin
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    Can we at least get an api endpoint for this?

    0
  • Kristen Mirenda
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    Hi @all -- this remains on our radar but with many other high-value items in our backlog, it's competing for scarce resources and is not currently planned. 

    -2
  • Kristen Mirenda
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    @justin -- At first glance it would probably be relatively easy to just open up all personal macros to all admins. But we'd have to put a lot of thought and consideration into whether that's the right thing to do with regards to privacy, use cases around different permissions levels, etc. That's where simple product changes often become very time consuming when a system reaches this level of complexity -- thinking through all the possible consequences and figuring out how to mitigate them (which may add to the effort as well).

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  • Stephen Belleau
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    @kristen It sounds like you're saying Zendesk is debating whether admins should be able to view all data in their instance. That sounds very confusing to me as I can't think of any world where an admin should not be able to have complete oversight. In this context, addressing privacy concerns should be the admin's responsibility, not Zendesk's - though we certainly need Zendesk's help in improving role permissions, to give admins the tools they need to control who sees what and address privacy concerns.

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  • Kristen Mirenda
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    @Stephen -- while I haven't validated your statement I do agree it's probably correct. And the personal macros feature was probably under-designed when it was originally built. However, many agents do currently feel they have a presumption of privacy (according to our agent experience SME). So that's one example of an impact we would just need to understand and deal with. That takes time that would otherwise be spent on another customer problem. So we have to prioritize.

    I completely understand this is a pain point, and we are well aware of the underlying problem. Unfortunately, we're not able to solve all the problems at once. I really wish we were! Posting here does help us prioritize, we do look at the product feedback even if we don't always have the time to respond (because we're also balancing this time we spend in the forums against time spent designing and delivering solutions). 

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  • Stephen Belleau
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    Thanks for replying Kristen. I appreciate that you have an agent experience SME, and as an admin we certainly do everything we can to advocate for agents, and make sure they are happy with the platform.

    However, I still feel that this agent presumption of privacy shouldn't be a concern that takes up your time or becomes a bottleneck. An agent who cares about providing quality customer service is happy to receive feedback or quality reviews when a macro needs to be corrected - they don't like sending wrong answers to end-users either! But even if one has privacy concerns about management seeing their macros, that is more of a management issue, not a platform issue. I hope you can trust your customers to address that.

    I'm sure there are other things to consider, and I do appreciate your diligence when thinking of possible consequences. I've said this before in other threads, but I believe that if Zendesk continues to grow with a focus on flexibility, more customization, and more granular permissions, then your customers will be better equipped to solve their own problems and deal with unique use-cases, as well as help each other in the community (and hopefully letting you guys focus more on development, and less on use-case analysis and research).

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  • Justin
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    I think I lack the understanding about what could possibly be considered "private" in a macro that cant make any changes to a ticket that is not visible to an admin anyway. Unless you are talking about the macros structure or title?

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  • Kim Lake
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    +1 for everything from Stephen.

    Coming from an agent background myself and now an Admin, the notion that any employee (agent or otherwise) would have any presumption of privacy from the company they represent when communicating with customers, or expect to set up their own workflow controls with no potential for moderation or review is... odd... to me. 

    As a direct representative of our company, agents need to give the correct message, with the correct branding, tone of voice, spelling, etc. to our customers. Of course there is always a degree of trust involved which we absolutely have in our agents, but this does not negate the fact that we, as the company, need the ability to audit (and edit) that message if necessary.

    To call out, macros also give agents the ability to add further controls, not just send text by email. They can AND DO directly impact ticket workflows by incorrectly setting or overriding tags, group assignment, statuses, etc.

    The complete inability to even view these controls, let alone correct or remove them if necessary, undermines the core role of a system Admin to support workflows correctly, and is not one I've come across before in other systems. I would hope not to encounter it anywhere else, but this thread has certainly ensured Admin controls are something our management will closely question before taking on any system in future.

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  • Joe Adkison
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    I'm not following how administrator access to macros that agents (representatives of a company) breaks some expectation of privacy? This very tool is used to COMMUNICATE with customers and as such should have a way to review those messages. Maybe I missed some new macro privacy legislation so I might be out of the loop on some things.

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  • Erica Clayton
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    Like some other folks, I'm also a little confused about the expectation of privacy that agents believe they have or should have when it comes to macros... especially considering that we can still see the outcome of applying a macro on any ticket by doing a ticket audit and checking the ticket events.  Though I do greatly appreciate ZD's position on autonomy for agents, I don't agree that agents shouldn't expect their admins/managers to be able to access their work.  Especially when small, honest mistakes (like setting an action to "set" tags instead of "add" tags) can cause big data integrity issues in addition to service-related quality issues.

    If the ability to audit personal macros as an admin/owner won't become available, it would be great to consider a feature that allows account owners to completely turn off the personal macro option.  To be frank, if I can't audit my agents' work, I don't want them to be able to setup private replies in ZD.  Not because I don't trust them, but because I can't measure their success if I can't see what they're doing or what resources they're utilizing.

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  • Jonathan March
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    @kirsten,

    I respect ZD's desire not to move precipitously and break things in an unconsidered way, but it seems to me that in this case Kim & Stephen's eloquent arguments to the contrary (like those of all of us in this conversation) should be persuasive. I am a strong privacy advocate, but presumption of privacy for agents in the content of how they plan to represent their employer to its customers simply makes no sense -- it just makes it impossible for admins to do their job responsibly. I would also note that the agents are not zendesk's customers. The company for whom they work is.

    Given that you've already said that you would not expect this change to be a heavy lift, I do think it's time to reconsider.

    Thanks!

    9
  • Richard Patterson
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    I'd just like to voice complete agreement with the other Zendesk Admins in this thread.

    The lack of visibility for an Admin into personal macros is inexcusable for a platform as ubiquitous as Zendesk. This is something that should be immediately developed; even if it is restricted to being an API-only endpoint.

    2
  • Darren Hua
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    It would be useful for us too because our team is quite international.For some that use personal macros, English is not their first language when they use their own personal macros in English. But mainly look at the post below. :) 

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  • Heather R
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    I want Zendesk to know that we, too, would like to have visibility into personal macros because our Agents are held to very high standards in terms of how they represent the company with the company's customers.... Also, when a macro "misfires" aka the Agent set it up incorrectly, Admins need a way to enter into that as a teachable moment.

    So many reasons to allow Admins AND any special roles (like team managers and such) to be able to see their employees' personal macros as a permissions thing.

     

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  • Nicole - Community Manager
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    Hi all - 

    We really appreciate the feedback and conversation here. I checked in with the product team, and made sure that they're aware of this request. 

    Currently there are some longer-term projects in the early planning stages around the Support interface and workflows (business rules, triggers, macros, etc.) Until those plans are set, we do not expect to see any work being done on these areas, as it doesn't make sense to duplicate efforts or do work that would then be unnecessary just a little while later. 

    This is not to say we don't hear you or see the value of this ask. But I want to set expectations and let you know that it's not an issue we can tackle this year; it doesn't make sense with where we are at in relation to other projects. I'll be sure to update you as we have news to share, and encourage you to continue to share your feedback. Thanks as always for your participation! 

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  • Kim Lake
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    Good to hear that in general, work is being planned for the key areas - however, Nicole could you confirm whether the ability to access/audit personal macros will definitely be included in these projects?

    While you have certainly gone some way to setting expectations in regard to timelines for projects, I think it's also important that we know whether this functionality will be improved as part of that, or if review is just being postponed until you've completed other projects for the same objects (Macros)?

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  • Kristen Mirenda
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    Hi @Kim, at the early-planning stage of a comprehensive long-term project, it's not possible to say for sure what the specific functionality decisions will be down the road. It's possible that some room will open up in the coming quarters to do short-term improvements, but we cannot at this moment say it is planned.

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  • Thomas Joussot
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    +1 Crucial feature to ensure everything is corporate and right with the company policy, letting Admins review and update macros if required.

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