Creating re-open ticket report by macros
Hi ,
I would like to track which macros have the highest re-open rate monthly.
Does anyone have a suggestion on how I build this report?
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Hi @...,
I guess you need to know what is the rate of One-Touch tickets for macros used in those tickets, correct?
There is a recipe for Macros usage reporting in Explore. You just need to add the metric of % One-Touch tickets there.
P.S. Check our app for Macros Reporting too. We are going to have a report like you requested (incl % One-Touch, CSAT and other metrics). -
thank you.
The problem that I am facing here , is that Zendesk does not seem to generate all tags from macros in one view ( we are adding more tags for specific things ) , so I have to manually select them all .
I was looking for a IS version.
- Meaning IF a ticket is tagged with a tag from a macro then generate a report.
- I will add the One touch tickts count , that said Thank you emails will be included.
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Hi Melanie Scarth,
There some workarounds to count tags in a very specific way (like this one). If you would like to get tailored advice feel free to contact us via our website.
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