[COMPLETED] Allow macros to be added to multiple groups (but not every groups)

Completed

25 Comments

  • Official comment
    Kristen Mirenda
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    This feature is now live -- check out the announcement for all the details. 

    Enjoy!

  • Erin Boyle
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    Hi Angel,

    This is a problem we're very aware of, and one we'd like to resolve. We see "macro bloat" as a huge issue for growing organizations, and unfortunately having to clone macros to make them available to multiple groups just adds to this problem.

    I cannot mark this as planned yet, but this is on our radar and on a list of items we'd love to improve about macros management.

    Best,

    Erin

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  • Brian Minick
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    Has this been planned yet? We rely heavily on macro's and need to use them across multiple groups. I've even created groups just to help this but in reality it makes no sense.

    I know our organization of 100 agents would really love to see this get implemented. You could just make it a multi select list or checkbox's like you do when you set permissions by role within the apps section.

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  • Erin Boyle
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    I've marked this as planned! :)

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  • Brian Minick
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    Awesome! Do you have any timelines on it? We've considered restructuring some things to try and get around this but would rather hold off it will be in place this year. That's great news! Thanks Erin.

     

     

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  • Mandie Ferguson
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    Excellent - glad I stumbled across this article. I second that, Brian! We are getting ready to add another one of our departments into Zendesk, which will include duplicating a LOT of different macros. Knowing even a ballpark estimated completion date would be really helpful!

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  • Erin Boyle
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    Unfortunately I can't give you a timeline on this, but this is in our backlog.

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  • Steve Morrell
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    This would be incredibly useful. I've been trying to share macros between groups, and either this, or the ability to add groups to other groups would be invaluable.

    By adding groups to other groups, I mean the ability to say that Group "all support agents" is made up of the groups "Tier 1" & "Tier 2", as well as some extra agents. Being able to say certain macros are for the master group & shared amongst the sub-groups, and certain are for specific groups would be a real boost.

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  • Dan Ross
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    +1 for this idea.

     

    Having a similar functionality for Views as well would be amazing!

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  • Heather Rommel
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    We agree!

    Views and macros!

    but I could see how agent permissions to create views for their group would be tricky... :)

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  • Dan Ross
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    Hi Erin!

    Any updates on where this issue in the backlog?

    The New Macro management panel is an improvement, but having the same macro three times to have it visible to only three groups is tedious and redundant and triples the work whenever we need to edit the content of one of them.

     

     

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  • Hemin Desai
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    Hi,

     

    We have many groups on out Zendesk throughout multiple countries. I don't want to display macros to people who shouldn't need to use them but I have no option as cloning hundreds of macros multiple times is not feasible especially if this has to cleaned up when and if this feature is released.

     

    Please push on this one.

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  • Carla Shotwell
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    We are also looking for this.  We have some overlap with our groups and macros that make sense for multiple groups but not all groups.  The suggested workaround to clone macros to make a version to share with each appropriate group is time-consuming and unwieldy if you have a lot of macros, which we do (and is exactly why we would like to limit macro availability to specific groups).  

    I will comment this elsewhere also - but we would also like the ability to share a view with multiple groups, instead of just one or all.  

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  • Jake Holman
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    This is now in development. We don't anticipate this taking too long, though with the rest of the year quickly slipping away I'm hesitant to give solid estimates just yet. 

    I hope this will bring an end to having to clone the same macro over and over to share with multiple groups. That's the main problem we want to resolve right there. 

    We will of course keep you all updated.

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  • Zac
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    Love this. Any timelines?

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  • Michael Thingmand
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    Any news on this feature? It's a big issue to maintain duplicates of the same macros!

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  • Nuno Parreira
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    Any news on this? After macros how long will it take you to have the same feature for views?

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  • Josh
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    I think this was added then quickly died.

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  • Joel Hellman
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    Any updates on this? This would be very helpful in order to effectively maintain macros when you have more than one team in Zendesk.

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  • Kristen Mirenda
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    Yes! We're wrapping up work on it now. There's a minor dependency on another team so I can't promise exactly when it'll ship, but we're talking days, not weeks.

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  • Kristen Mirenda
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    @nuno, we'll definitely move on to do this for Views but I can't give you an ETA just yet. But it is on the roadmap.

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  • Joel Hellman
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    Thanks for the update Kristen, I'm really excited about this! It will be a good opportunity for us to review our macros and remove duplicates. 

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  • Hemin Desai
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    @Kristen, I'm holding you to that, delaying our macro clean in anticipation of this! :D

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  • Kristen Mirenda
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    Just wanted to provide an update that this feature is done! We're rolling it out during the week of March 13, 2017. Check out the announcement post for more info and updates.

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  • Nuno Parreira
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    @Kristen, great news! Looking forward for the feature to be added to our instance :D

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