Ryon Maree

Hi,

I think the question is not around setting a Support role, but adjusting Access to to the various products. Changing access in the UI has the browser hitting this endpoint:

https://{subdomain}/api/admin/private/staff/{userID}/entitlements

This API isn't published in the API docs. Is there any roadmap for supporting this?

Hey Gaurav Parbat,

Yes, there is definitely a need for the ability to selectively remove or delete tags in all business rules including triggers and macros.

We frequently run trigger or macro pairs that will have one add a tag and a later trigger remove the tag, for example.

I do not have any use cases where the current 'set tags' is desirable, as this removes all existing tags (instead of selectively removing them) and adds new ones. Since I can imagine some Zendesk customers need this ability, I proposed replacing 'set tags' with 'remove all tags.' That name is a LOT more clear, and it could be combined with an 'add tags' action on triggers and macros so there would not be a functionality loss for any workflows deliberately using the current 'set tags' option.

Feature Request Summary: 

Zendesk Support should remove the 'Set Tags' action and add a 'Remove all Tags' Action.

Description/Use Cases: 

'Set tags' has very limited utility while having large downstream impacts if it is inadvertently used instead of 'add tags'. Replacing this with a Remove all Tags option would not have an impact on usability, as 'Remove all Tags' could be used in conjunction with 'Add Tags' with the same end result for the few use cases where this is desirable. This change would eliminate unnecessary confusion surrounding set vs add tags.

Business impact of limitation or missing feature:

It's very easy for users/admins to inadvertently select set tags on a macro, trigger, etc. instead of add tags, potentially causing large downstream impacts to business rules and reporting. This suggestion would clarify what is happening and 'Remove all tags' would have a much lower chance for accidental misuse.