Macros - Edit multiple groups without Global AccessCompleted
I just wanted to feedback on the editing of group macros with out requiring Global Access.
After speaking to your support guys who were very helpful explaining, it appears because a macro is in 2 groups they require the ability to edit Global (We have over 20 different groups and its not a requirement for them to have access to all of them.). The agent has access to both of these groups so it'd be great if this was available for them to do rather than it being an all access or needing to replicate them across departments which can cause errors when updating.
We have over 800 macros across all the groups many of which are multiple departments so needing to multiply these by departments then each one updating individually isn't really an optimum process.
Having an option for macro updates where it can allow agents in any of their multiple groups to edit would be great. For example you have Support, Player Relations and Technical groups. Agent A needs to create/edit a macro for Support and Player Relations, if the macro matches these groups and the agent has access to both then they can simply update these macros.
I'm one of the Product Managers here at Zendesk working on our core capabilities, including Macros. Thanks for the feedback, we really appreciate it! This particular change is something we're planning on doing, it's on the near term roadmap.
Any updates on this one? We're expierencing the same problem :)
We are also facing same issue, do we have any update on this?
Update: we were expecting to release this during April but we had some additional challenges with it so it's been delayed. We hope to release during May.
It is possible to have the same function for Views? It will be very helpful if teams can add multiple groups to the views with out having global access to the views
Yes! When you create a view, you can specify one or more Groups that to have access to it – see Step 5 here: Creating views to manage ticket workflow
It allows to add multiple groups only if the users have access to Global views. It will not allow the user's to add multiple groups if they only have access to personal and group views.
It is the same thing with ordering the views. The user's should have the ability to reorder the views with in their groups and they don't necessarily need to have global views access
Any update with Macros issue?
Hi Scott Allison. Based on the pinned comment we should have expected a resolution to this issue by now. Do you have any insight into when we will see this change made? We have a few different customers internally that this impacting, and we would like to send them an updated timeline. Thanks.
Sorry for the delay on this. I can confirm the work is in progress. I don't want to make another prediction for release, but it's coming.
Hi there. Checking in on this. Its been an additional 4 months, so we were wondering what the status of this is.
Alek J Reed This was actually released a couple of months ago! I should've updated this thread at the time. Sorry about that.
The announcement about it is here.
Please sign in to leave a comment.