Multi-Brand: Restricting Macros by Brand rather than Group
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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正式なコメント
Hi everyone, thank you for your feedback around designating business rules like macros to a brand. The good news is that we've kicked off a project that will potentially help with this / solve for it. More updates will be found here so please go ahead and follow along.
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Now THIS is a great suggestion and I hope this gets considered.
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+1 from me!
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Thanks for your feedback, all. This has been shared with the product manger for macros.
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Hi Montana, @...
Our Advanced Macros app has the full support of different Brands, Groups, Agents permissions in any combinations. Feel free to try it and contact us for more details https://www.zendesk.com/apps/support/advanced-macros-by-pythia -
+1
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+1 from us hugely!
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+1 on this as well. As a gaming company with different teams across different games, we're encountering the same issue with having our macros visible across different teams. So with different policies across different teams I hope they look into allowing restrictions on view of macros for specific brands and groups.
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Any update on this?
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Hey, BOXTAL, Bloom & Wild-provisioning, Virtually Human Studio Pty Ltd and Louis A.,
Just want kindly make you aware that our app Advanced macros has this feature and many more like this. Be sure to try it for free. 🤓 https://www.zendesk.com/marketplace/apps/support/193660/advanced-macros-by-pythia -
Yeah, this feature would be highly valued. 100%.
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Whilst I appreciate there is an app for this, this should be built in to the system rather than having to pay $15 per agent as an add on.
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There should be more features within Zendesk to organize White-labeling CS. Especially for companies who are growing and would like to stick to Zendesk rather than find a different service that provides these features.
Organizing better tickets per brand in a way that is easier for agents to distinguish to avoid confusion for different brands/companies providing support to.
Additionally, macros should be able to be organized per brand again to avoid confusion.
I would love to see more White-labeling features.
Also, sending outgoing sms as "sms" is a suppose feature yet sms tickets cannot be created.
Providing specific permissions to agents within the admin center but not needing them to be a full admin.
I would also love more managing tools for managers managing agents.
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I wanted to add. Very interested if you are potentially looking into launching a talk bot feature for after hours or for companies who would like a talk bot.
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Hello everyone!
We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on July 27 at 11AM CDT for our PM Roundtable on Permissions and Audit log. It’ll be an open discussion on what is and isn’t working for you on this focus area of Zendesk. We'd also like feedback on the challenges you have around brands. So please bring those questions, concerns and feedback because we want to hear from you! The link to register can be found here, we’d love to see you all there.
Best regards, Caroline and Alina
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Thank you so much for providing feedback on this area! In case you missed it, we wanted to make sure you saw the recording and event follow up from our most recent PM Roundtable on this subject matter. Please find the recording and follow up article from the event. Thank you again for your feedback!
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