Allow admins to view agent macros and views
I've seen this posed before, some even nearly two years ago, and it seems like it's still not on the roadmap.
This is a simple feature that is critical to ensure department leadership can realistically identify mistakes and promote common brand theme among agents.
It would make auditing much easier.
I noticed the "assume identity" has been removed from agents because "an admin could assume in as an agent with malicious intent". Alright, fine, but why remove this without providing an alternative for the admins?
We have had Zendesk for nearly 10 years now and really need these "small" features, offered by many other help desk SaaS companies, as our business grows
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Hey everyone, I'm one of the Product Managers here at Zendesk. I really appreciate the feedback and interest in this enhancement. This is absolutely something we'd like to make happen, but unfortunately don't have this work currently planned on the roadmap. This can change, as we regularly look at priorities and customer input here makes a difference.
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And/ or allow agents to share their macros with all the agents...
It's a waste of time for an agent to ask an admin to create a macro for all the team, when he could just do it on his own. -
Hi @...
This is already possible by changing the permissions within the role(s) assigned to agents to allow them to create group level / global macros.
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As an admin, I need to be able to see what macros agents are creating. I have use cases where I have agents creating personal macros that they want to share with the team. Outside of giving them the rights to just willy nilly go and do that anytime they want (which I don't trust), I'd prefer they create them as personal macros, then I can review them and promote the macro to a group if it looks safe.
So, to slightly add to the conversation, I'm requesting:
1) To allow admins to see other Agent's personal macros
2) Ability for an Admin to promote an existing personal macro that was created by another agent to be shared with a group. -
I'd like to support the request as stated by Ben earlier in the thread:
1) To allow admins to see other Agent's personal macros
2) Ability for an Admin to promote an existing personal macro that was created by another agent to be shared with a group.Thx, Jan
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I, too, would like to request the features described by Ben.
1) To allow admins to see other Agent's personal macros
2) Ability for an Admin to promote an existing personal macro that was created by another agent to be shared with a group.
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This is a critical feature that we would need. Some of our agents have created personal macros that include the action "set tags" and even though most tags are locked (using the app Tag Locker), the macros still allow them to modify tags and therefore disrupt a lot of our business rules. Would love a feature that gives admins the ability to view, approve or deactivate personal macros that are conflicting with critical triggers or automations.
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Hey Zendesk. Knock knock. Any comments or updates?
I second third and fourth the request for this feature.
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This is a critical feature, any updates? Other than seeing macros via QA, I don't have a way to see what all is being used. We do a yearly review of our brand voice and would love to export all macros.
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I want to comment on this to say that we also really need the ability as admins to view personal macros created by agents!
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I agree Maddie F. I am not sure how this isn't an admin feature already. Sure we can find out after the fact in ticket reviews but it would be highly beneficial to be able to review agent macros with them.
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Hi
Just came across this thread and there is still a way to assume another agent as admin.
Go to Groups search up one of the groups you know the agent is in, open that group in a new window (holding down ctrl + click on it, or right click open in new window). This will open the old group page and if you hold the mouse on the agent you want to assume you see the assume button.
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Hello, I understand this may not be available in the front end, but is there any way to get the ability to list ALL personal views, not just my own, via the API? We want to ensure that people who were added to guided mode do not have any legacy personal views that they may have created and are using, we want to know that they are only working out of the views assigned to them by the leadership team.
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