Limitations of Zendesk's Macro Visibility Feature
What limitations exist with the new macro visibility feature in Zendesk?
The new macro visibility feature in Zendesk is designed for administration purposes only and comes with certain limitations. Admins can view personal macros in the Admin Center, but this visibility does not extend to the Agent Workspace. In the Agent Workspace, admins will only see their own personal macros and shared or group macros.
Additionally, agents with custom roles that include permissions to add and edit group and global macros will not have access to view macros owned by individual agents. Sorting options are also limited; you cannot sort by the 'available for column' or search by macro owner, but you can sort by macro name, creation date, updated date, or usage within the last 30 days.
More related questions
What is the new change regarding macro visibility for Zendesk admins?
Zendesk has introduced a new feature that allows admins to view personal macros created by individual users directly in the Admin Center. Previously, admins could only access these macros through the Zendesk API. This change provides a more…
Why did Zendesk make the change to macro visibility for admins?
Zendesk made this change to provide admins with a complete picture of all macros in their account without needing to use the API. This visibility helps admins identify effective macros that can be shared with all agents or spot macros that may not…
How can admins view personal macros in Zendesk Admin Center?
Admins can view personal macros in the Zendesk Admin Center by navigating to the Macros page. There, they will find a new item in the availability drop-down menu labeled 'Individual Agents.' Selecting this option will display a list of macros owned…
Can Zendesk admins edit or delete personal macros?
Currently, Zendesk admins cannot directly edit or delete personal macros through the Admin Center. The feature is limited to viewing macros only. However, admins can use the Zendesk API or a marketplace app to edit or delete macros if necessary. If…
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