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

Need the ability for an agent to create macros that can be shared with all agents or at least other agents in same group(s). Now, I have to upgrade the agents to admin status to be able to do this, but I don't want to give agents full admin privileges and access to all groups and ability to add/remove agents.

Please either allow agents to create macros that can be shared with other agents or create another level of permissions (e.g. super agent) that can create macros for all agents but that does not have full admin privileges.

7 comments

  • 0

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

  • 0

    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!

  • 0

    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.

  • 0

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

  • 0

    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

  • 0

    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

  • 0

    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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