When a Zendesk admin makes a macro available to more than one group, the macro edit permissions become much more restrictive. A user in a role with permission to "add and edit personal and group macros" will be unable to edit such a macro, and only users in roles with permission to "add and edit personal, group, and global macros" will be able to share.
However, in many cases, service leaders with influence over more than one team, but without a global leadership role, might need to update a macro shared with more than one group. In such a case, they should be allowed to edit the macro if they are a member of each of the groups the macro is shared with.
For example, suppose a team lead is placed into a role called "Local Macro Editor", with permission to "Add and edit personal and group macros". They want to edit a macro is shared with both "Support FR - Tier 1" and "Support FR - Tier 2". If the Local Macro Editor is a member of both groups, they should not be restricted from updating the macro, and should be allowed to make the change on behalf of their team.
It should not be necessary to allocate global macro permissions to this local team lead, and the local team lead should not be inconvenienced by requesting a macro update from some other Global Macro Editor. Instead, the Local Macro Editor should be able to make the change as needed, without any further approval.
Hope this use case makes sense and is realistic to bring to life soon. Happy to offer any clarification in the comments.
Por favor, entrar para comentar.