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Multi-Brand: Restricting Macros by Brand rather than Group

Montana Steele

I think a community forum post used to exist on this thread, and a lot of feedback on this issue exists in this thread: https://support.zendesk.com/hc/en-us/articles/224576708-Restrict-macros-by-brand

I'd like to share our use case here and hope it resonates further with Product and the Community.

We are on Enterprise with Multi-brand add on, and have about 40 hybrid agents who are cross-trained to support at least two and up to four distinct brands. Maintaining brand integrity is critical to our business. Since agents are expected to handle volumes across multiple brands at one time, they need to be a part of each brand's groups, so group restrictions do little to help us ensure cross-trained agents always select the correct brand's macros while powering through our high-volume email queues, often between calls. We know we have to ask a lot of our agents, and we'd love to have the security of ensuring only the right macro options populate on a support ticket based off Brand. 

We have tons of macros for each brand, and many of those macros seek to address the same type of issue across our brands, but sometimes with different policies or processes, and often with brand-specific language. It is not always an option for us to have unbranded macros, or to do so severely cuts down on any efficiency wins we gain by using macros. I do not see a workaround for this issue the way Zendesk currently exists, and given the way we must run our support teams - it's not an option to silo agents to only work on one brand at once, or constantly add and remove their groups. 

The ideal state would be for macros to recognize brand, or even to be able to tag macros with brand, and have that be restrictive. Or, to create restrictive, not just guided, Workspaces/ Brand Workspaces. 

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