Now if an agent crafts and answer that can be helpful to other agents, they can´t share it with others.
Either you give them Admin access (which I won´t because they can do all sort of things like deleting tickets) or they create a Macro that is just for themselves.
We should let them create macros that are shared with all the users, with the group or for themselves.
If necessary Admin can approve the macros (but in my case I don´t need it)
What do you guys think about this idea?? Votes are more than welcome... I really need it!!