Setting Visibility for Macro Rules

Setting Visibility for Macro Rules

Hello everyone,

We have an exciting enhancement in macro rules that will allow agents to view only those rules that are relevant to their daily activities.

 

Macros is a way to automate a set of actions that are performed on tickets regularly to save time, effort, and maintain consistency in the process.

 

Now, we are providing user-based visibility for macro rules to display only appropriate and relevant macros to a user within the tickets.

 

For example, agents who manage tickets related to refund have to perform actions like:

  • Sending an alert to the sales team to check the condition of the product and confirm the date of purchase.

  • Assign a task to the payments team to confirm if the payment was in full or in EMI.

A macro created to automate the above actions is relevant only to a specific agents and tickets, hence displaying it to all agents is not useful.

 

To address such cases, the availability rules in macros are introduced. It will allow the admins to set visibility for:

  • All agents

  • Selected agents - Specific agents, a particular team, roles, roles and their subordinates can be selected.

 

This feature is now available for all users across DCs. Kindly give it a try and refer to the help doc for further details.


Regards,
Sneha | Desk User Ed



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