Allow Agents to Create Macros that can be Shared Amongst All Agents

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7 comments

  • Avatar
    Justin Ruffell-Ward

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

  • Avatar
    Vic - DigiDNA

    Same here, this should be fixed it is really a basic thing to allow agents to collaborate in sharing snippets through macros. 

    Zendesk please follow up on the posted request!

  • Avatar
    Marc Roth

    I'd guessed that as an Admin I could go into an agents Macros and clone them. I was surprised to find that not the case.

    Even if there were just a way to view source and upload the macro to an Admin who could then cut and paste it into a new macro rather than trying to explain the whole macro and recreate it or make an agent an admin.

    Is there a reason why this isn't implimented? If it's intelligent, I'd rather be corrected than apeased.

  • Avatar
    Vic - DigiDNA

    Come on Zendesk people, at least reply to this thread, it's been open for 8 month now without any response from you.

  • Avatar
    Steven Yan

    Hi Vic, this is possible in our Enterprise plan today.  You can create a "super agent" as the original poster of this request noted, to have admin-level permission to manage macros.  Please see this screenshot below:

    Zendesk_Support___Add_role.jpg

  • Avatar
    Natalie Berenato

    Hi,

    Where is the function in this screen shot? I have the same issue, I don't want to make all the agents Admins but they need to add macros so they can all see them.

    Thanks

  • Avatar
    Jennifer Woodson

    Hi,

    I could also use this feature without upgrading to Enterprise. Previously, an agent could create a macro, send me the permalink, and I could make it shared as an admin. I no longer see the permalink available for the agent to send me.

    Thanks.

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