Is it possible to get usage data on macros, triggers, and automations? Follow

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7 comments

  • Avatar
    Felicia Cantua

    Is it possible to get macro usage extending beyond the 30 day limit?

  • Avatar
    Nicole - Community Manager

    Hi Felicia, 

    The best way to do this would be to have a unique tag added by the macro, and then you can pull reports on that tag. 

    More on that can be found in this article: 

    Insights tag reporting: Reporting on tickets with one or more tags (Professional and Enterprise) 

  • Avatar
    Pedro Rodrigues (Edited )

    Hello, when I pull data for the last 30d using following the URL above, I only get max 100 results for both macros and triggers.

    I wonder if this is a limit, or just a coincidence? If the former, is there a workaround to obtain usage for the entirety of the business rules?

  • Avatar
    Tiann Nelson-Luck

    Hi Pedro,

    That behavior is expected! Our API pagination only returns 100 results per page for most endpoints. 

    When the response exceeds the per-page maximum, you can paginate through the records by incrementing the page parameter. Example: page=3. List results include next_page and previous_page URLs in the response body for easier navigation.

    Thank you for reaching out! 

  • Avatar
    Pedro Rodrigues

    Perfect! Thanks a lot, Tiann.

  • Avatar
    Michael Fischer

    This would be a great thing to have - even at the Insight level.  For example I am attempting to calculate ticket abandonment rate per year and there is no way I can remotely begin.  I have an automation that closes tickets after 10 days of no client response.  I wanted to count how many times that fired off per calendar year.  Can't do it with Zendesk, it seems.

  • Avatar
    Graeme Carmichael

    Michael 

    As part of the automation’s action, add a unique tag to the ticket such as no_repsonse. You can then search for tickets in Support with that tag or create an Insights report. 

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