TITLE: Scheduling macro updates
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
Hello, our workflows frequently undergo updates, necessitating revisions to our information knowledge bases (IKBs) and macros. These updates often need to be executed overnight or outside regular business hours to align with the operating hours of our vendors. Presently, this is impacting our content team, requiring them to log in during late hours to implement these updates.
What problem do you see this solving? (1-2 sentences)
Implementing this will enhance our team's efficiency by enabling content creators to work within their designated hours while ensuring live updates occur outside regular business hours. For instance, when campaigns launch overnight, the team working during those hours will require the updated content during their operational time.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
As recently as last week, our content team logged in at midnight to ensure the latest campaign updates were available for the overnight team, a process that recurs several times annually. Without these updates, the agents handling tickets would lack accurate information crucial for assisting our customers.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Currently our solution involves the content team operating beyond their regular business hours to ensure the accuracy of IKBs and macros. We've streamlined the process by scheduling posts to the teams via Slack, leaving only Zendesk requiring direct login for these updates.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
In an ideal scenario, we aim to have the capability to schedule these updates within Zendesk itself.
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