While Explore does not report macro usage, you can get useful information into your reports by having your macro add tags to a ticket when it triggers. For example, could your most popular macro responses be added to your Help Center to deflect tickets? Or can you safely remove certain macros that are not being utilized as often?
Use this article to learn how to add tags to your macros and generate Explore reports from the tags. You can either add tags to existing macros or create new ones. See Organizing and managing your macros and Creating macros for tickets for more information.
What you'll need
Skill level: Easy
Time required: 20 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket and agent data in Zendesk Support
Adding ticket tags when a macro is run
To add tags to a macro
In Admin Center, click the Workspaces icon () in the sidebar, then select Agent workspace > Macros.
- Click Add macro or select Edit from the macros options menu () next to the macro you want to edit.
- In the editing macro page, select Add tags from the drop-down list in the Actions section.
- Add the tag of your choice in the text box to the right. If you're using multiple tags, use spaces to separate them.
The edit macro page will look like this:
- Click Create or Save.
Now, whenever the macro is triggered, it will add the tag you chose to the ticket. In this case, the tag unique_macro_tag will be added.
Reporting on macro tags in Explore
In this procedure, you'll create a report that shows all tickets with the unique_macro_tag tag. Before you start, ensure that the macro you created has run a few times and that Explore has synchronized the latest data from the tickets dataset. Synchronization takes place once an hour.
To create a report to list the macro tags
- In Explore, click the reports ( ) icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
- Next, add a metric. A metric is the thing you want to measure, in this case, the number of tickets. In the Metrics panel, click Add.
- From the list of metrics, choose Tickets > Tickets, then click Apply.
- Next, add the ticket tags attribute that will break down the number of tickets by tag. In the Rows section, click Add.
- From the list of attributes, choose Ticket > Ticket Tags and Ticket > Ticket ID, then click Apply. This generates a table of all ticket tags, and the ticket ID number of each ticket they are associated with.
- Now, filter the list of attributes so you only see tickets that have the unique_macro_tag tag associated. In the Rows panel, click the Ticket Tags attribute.
- On the Selected tab of the Ticket Tags page, ensure only unique_macro_tag is selected, and then click Apply.
A table showing all your tickets with the unique_macro_tag tag displays. This indicates all of your tickets that the macro ran on.