Pages to read for more information:
Instead of managing these via Zendesk itself, we instead us the Zendesk Macros GitLab project. This allows us to have version-controlled macros. See the project for more details.
In the case where you cannot connect to Zendesk, it is best to alert Support-Ops immediately. It could be a localized problem or a problem with the nodes our instance lives on!
This is likely a permission issue. It is best to either ping Support-Ops via slack or via an issue so we can look into this. If you are needing elevated permissions, an Access Request and manager approval will be required.
Zendesk does have some limits to API, both in terms of rates and endpoints.
For rates, it is limited to 700 requests per minute. This is instance wide. Keep in mind that when using pagination, each page is a request. For more info on Zendesk API limits, see their Rate limiting documentation.
For the endpoints, it varies from endpoint to endpoint. These are pre-determined by Zendesk, so it is best to review their API endpoint limits.
There is likely a trigger, automation, etc. that is adding the tag right back.
To be sure, check the
Events on the ticket to see what is modifying the tags
after you make your changes. In cases where you cannot determine what is doing
it, hit up Support-Ops so they can dig into it!
There is, stemming from Zendesk itself. The first 8 personal views are accessible in the Views list. You can have more, but only the first (top) 8 will be displayed.