Can I make a macro visible only for a specific ticket channel?

Question

I want to hide some of my macros and make them visible only to agents that work on a specific ticket channel. Can I make a macro visible only in a specific ticket channel?

Answer

No, you cannot control the visibility of a macro based on the ticket channel. You can only set the visibility of a shared macro by group. Two workarounds are listed below to make your macro available for specific agents.

• Create a group for your agents that work for the ticket channel. For more information about creating groups, see the article: Creating, managing, and using groups.
• Ask the agents who work your ticket channel to create a personal macro. For more information on how to create a macro, see the article: Creating macros for tickets.