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.
Is there like an "AND" conditoinal feature for reporting on tags. Example, I want to know how many tickets we responded to last month that have both TAg_1 and TAg_2? Thanks.
Thanks for posting regarding this! To achieve a report for tickets that have two specific tags, you will need to use standard calculated metrics. So for two tags, it would look something like this:
IF (INCLUDES_ALL([Ticket tags], "united_states","italy")) THEN [Ticket ID] ENDIF
For more information regarding this, you can check this article here: https://support.zendesk.com/hc/en-us/articles/360022183574-Reporting-with-tags#topic_q5d_dms_jkb
Hope this helps you out! Cheers!
Marco M. | Zendesk Support
Is there a report that show's how many times a particular macro has been used ? In summary form, I'd find this really helpful to track trends etc
The best way to set this up is to have your macros also apply a tag when they're used. The above recipe would then walk you through creating a report to show macro usage based on those tags. Unfortunately there's no way to report on it outside of applying tags.
Let us know if you have any other questions!
I would like to do a report that tracks how many times a macro is used over time (weekly). The macro applies a tag, so the idea would be to count the number of tickets the tag was added to. Is this possible? Thanks
The best way to do this is via tagging and using Explore -- here's a recipe on. how to set that up: Explore recipe: Reporting on macros using tags
Hi Dave, that link goes to this article :) The recipe above allows me to see how many tickets exist that have the tag (macro) applied. I want to see how many times the tag (macro) was applied in a given week, over time. Still not clear on how to do that.
Yes, this is exactly what I am looking for too.
I tried the above steps and it gave me a record of each time a certain macro was used with each ticket number. But what I really want is a summary, ie my agents used our 'Cancellation' macro 100 times in a week etc
If you want to see how many tickets created per week have given tags, you can modify the above recipe in the following ways:
Hello - I'm trying to pull a list of agents who have applied a specific macro to a ticket. Is it possible to get to this data? The tag tracking does not tell me which agent may have applied the macro which triggered the tag.
I'm looking to do the same thing Amanda has asked about. Anyone got advice on seeing which agents have applied a specific macro?
I'm afraid there's currently no option to report on this using the attributes natively available in Explore. This may be possible if there is a dedicated custom field specifically made to track macro usage. You can then utilize the field changes attributes under Updates history to check for the Updater name on these updates.
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