Hi team - as a limitation of the current Zendesk UI, Full Admins or systems owners cannot modify, edit, or delete personal-individual macros. The only ability you have is to “Clone” them. This seems like an oversight as admins should have full ability to modify or edit any content-based items directly from the user interface. There is a gap here as you can use the macro endpoint API, but Zendesk should allow an admin or sys owner to do this directly from the macro search interface.
- Allow admins ability to fully manage personal-individual macros, not just view or clone them from the UI
- In addition - it would be useful to allow agents to delete their own personal/individual macros after creating them. It seems they are only allowed to edit them, it would be useful if someone created their own macro that the system would allow them to also delete their own created macros as well.
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!