I think it would be useful if we could add conditions to macros, like we can in triggers. E.g. I have a macro “Reopen and remove spam tag” that I use to undo the use of an accidental “close and add spam tag”. In 99% of cases this macro isn’t useful, but it still shows up for every ticket.
I would like to add the following conditions to this macro so that it’ll only show up if it’s actually useful for a ticket:
State: is: closed
Tags: contain: spam
I have to admit though that I don’t know how this should work for the drop zones. Should all the selected tickets be compared against all macro conditions, and only macros where all conditions match will show up?
Group-based macros would already be a significant improvement. I assume they’d show up for agents who have a certain group permission (which one? full?), and would work for tickets regardless of which group they’re in?