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Feature Request: Macros: Creating Macros for Individuals on their behalf



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Ben Wilcox

Zendesk Luminary

Posted Oct 16, 2024

The basics of this request is the ability for an Admin to create a macro that's for an individual user without having to assume into their account to do so.  I have had several occasions where I needed to get a macro created for someone where I end up having to assume into their account and set everything up from there and then revert back to my own account.  It doesn't make sense.  If I can see individual macros in the Admin center, why can't I make them for more than just myself?

 

I had an interesting use case this morning, case in point, where we use a particular macro to insert a tag into a ticket that will cause it to show up in a certain queue.  Of course, we have things set so only an admin can actually add a tag, so as an Admin, I've created that macro, made it available to select groups, and when they run the macro, it adds the tag.  Now I have another individual that we've identified needs to be able to add this tag.  However, I can not add him to the groups that have visibility to the macro because I don't want him to be a member of those groups and potentially be assigned tickets since he's not logically part of those groups (and this is a problem BECAUSE Zendesk does not have multiple group types such as “Assignment Group” vs “Security Group”.  If they did, I could grant access via security groups without worrying about them appearing in an assignment group, but that's another topic).  

 

I thought to myself that I could trick the system by assuming in as him since he's Staff and creating the macro as him.  The problem is that as Staff, he lacks the ability to add tags, so the macro creator denies the ability to set that action up.  My only option, which is not even possible, and not recommended, would be (if it were possible), to elevate him to an admin (bad idea), assume into his account (not possible), and then set up the macro for him, and then revert him back to staff.  

 

I shouldn't even have to think along these sideways backdoor lines.  An easy solution is simply to allow admins the ability to create a macro for an individual while still in our admin identity.  Need to have that option added.


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Shawna James

Community Product Feedback Specialist

Hey Ben,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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