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Let Non Admin Agents Create Macros that can be Shared with other Agents

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!!

19 comments

  • 0

    I could really use this, too!

  • 0

    We would also very much like this. Surprised you can't at least share with your group.

  • 0

    It would be very useful for our company!

  • 0

    +1

  • 0

    I need this also!

  • 0

    Please bring it on ASAP

  • 0

    This is resolved via permissions for enterprise customers; not sure about other packages

  • 0

    +1 yes please!

  • 0

    +1 Me too!! Would love to have this and allow my team to create macros and share rather than relying on me as admin to do it.

  • 0

    I'd at least like to be able as an administrator to access my agents' macros. 

  • 0

    +1  Would definitely be useful.  

  • 0

    Yes, non-admins need to be able to create macros too!!

  • 0

    +1 - This is a MUST for my company.

  • 0

    +1

  • 0

    If a small team uses the same form repeatedly, one macro builder should be able to create the macro and share it with everyone on that team.

  • 0

    It's a must! Im now giving all my staff more permission than they need in order to do that!

  • 0

    +1 we really need it. As a team grow bigger and bigger, we should be able to share your personal marco with the group, so we can work more efficiently.

     

    J

  • 0

    In case you were not aware, this is one of the many additional features of the enterprise plan. You can define custom roles that allow you to select from one of the four following options:

    • Cannot add or edit
    • Can add and edit personal macros
    • Can add and edit personal or group macros
    • Can add and edit personal, group and global macros

     

    Unfortunately it is not available to other plans. 

  • 0

    Hey guys

    As Colin just said this is an existing feature of the Zendesk product, it is called "Custom roles" and is available on the Enterprise plan.

    I'm marking this as Done and closing the feature request for comments for archiving purposes.

    Thanks!

    Maxime

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