Macros - Ability to create macros for multiple groups


  • Reshma Patel

    Hi Brett,

    Any feedback or workaround on this.  I do see the ability for an admin to modify a macro created by a team lead, however, when I do this it removes the ability for the team lead to make future edits to the macro.  What is the reasoning behind why this functionality is limited for people with the above said permission (Can add and edit personal, group, and global macros). 

  • Brett Bowser
    Zendesk Community Team

    Hi Reshma,

    Thanks for sharing your feedback! I did some testing on my end and it does look like for a user to publish a macro to multiple groups their macro permissions need to be set to Can add and edit personal, group, and global macros. I agree that it would be convenient to give the user permission to publish to multiple groups if they belong to those groups without giving them global access to macros.

    I've upvoted your post and will pass this information along to the appropriate team to help provide visibility :)


  • Jamie Noell

    We have run into this issue as well.  If someone has the role permission to edit group macros and the person is in all of the groups designated for that macro, it would be nice for this person to be able to update the macro actions as well as add any groups to the macro to which the agent belongs.

  • Matt Savage

    As an admin there are 2 things I weigh:

    1. I absolutely want each team to be responsible for their own group's content, rather than having to funnel requests through me, which will cause a pointless bottleneck.
    2. I do not want to grant global macros access to anyone besides admins, as this would allow well-intentioned people to potentially edit other groups' content, which may disrupt their workflows, reporting, or create unexpected copy changes

    The situation I've encountered: Group A is the subject-matter expert on Macro XYZ (e.g. Tier 3).  However, Groups B & C (Tiers 1 & 2) may also share this macro content to resolve issues or prevent escalations.  I want everyone to have access to the macro, I don't want to put Group A users into Groups B & C, or vice versa.

    2 possible solutions:

    1. Simple: The issue here is that the role's macro edit permission is being treated as an and rather than an or - an agent must belong to all groups the macro is available to in order to edit it.  A straightforward solution would be to allow agents in any of the shared groups to edit it.
    2. Complex: Another solution that would likely be a more robust feature request would be to separate permissions for macro use & edit.  So a macro could be available to group A, B, C but only editable by groups A & B.  This same paradigm would be helpful for many other features- views, macros, etc.



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