1: I think that an admin should be able to create a macro for a specific agent (not just for a specific group)
2: I think that an agent should be able to create a Macro, not only for themselves but also for any group they are a member of (as sometimes some users are more talented than others and can do some work helping the admins for their group)
3: I think the Admin should be able to see and edit any personal Macros created by an agent
Yoni
I agree.
In the meantime, just in case you have not found it, there is a workaround.
Go to https://YOURZENDESK.zendesk.com/users and you will be able to find an agent and assume their identity to either create or edit macros or review personal macros of other agents.
Thanks
Very cool feature (for many other reasons as well)
Thanks for the tip, which is indeed very useful, but still a workaround.
And thanks to Yoni for posting this request, which I would like to second. It baffles me that this feature request has been neglected for so long. How come the admins management of macros is so limited in the first place? Creating, seeing and administration of ALL macros is clearly the task of the Zendesk admin in the organisation.
I will link a thread in the Support Feedback forum, please post there if you endorse Yoni's (and my) request so it will hopefully make it on the roadmap sooner than later.
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