Allow Macro Tags to bypass Role settings

7 Comments

  • Andrei Kamarouski
    Zendesk Community Manager
    The Wise One - 2021

    Hi @...

    I am not 100% sure, but our Advanced Macros app might allow you to do this. I would be happy to discuss this topic directly - feel free to reach out. 

    0
  • Christopher Wooten

    I don't want to buy a product for something that should work by default.

    0
  • Andrei Kamarouski
    Zendesk Community Manager
    The Wise One - 2021

    @..., you are 100% right! 

    However, there are some critical but missing features in macros, and nobody knows if and when they will be developed by Zendesk. :) 

    0
  • Pedro Rodrigues

    Hi @..., perhaps the following isn't the most immediate solution you were looking for, but this is how I addressed the same problem:

    • Installed Hide Ticket Fields app in order to hide the Tags field. This means users can no longer edit Tags (they're there, just hidden!)
    • However, this means that Admins can't see them neither... So I installed Zendesk's own Tag Locker, and made sure only Admins can access it

    Therefore, tags will no longer be visible in the ticket UI, and everyone can still edit tags by using macros that add and/or remove tags.

    It's not the ideal solution, but it completely prevented our agents from manually editing ticket tags (which, in the end, was the objective).

    Please note:

    • If an agent conducts a manual search and bulk updates tickets, they can edit tags (from personal experience, never happened)
    • An agent might see the Tags field if they have a poor internet connecion, as the app Hide Ticket Fields might not finish loading in the browser (from personal experience, an extremely rare situation)
    1
  • Christopher Wooten

    @... This is awesome. Nice workaround. I appreciate the help.

    0
  • Pedro Rodrigues

    Thank you, I'm happy to help!

    1
  • Christopher Wooten

    Still would love to see what zendesk thinks on the issue.

    0

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