Measuring effectiveness of macro use
I am wondering if anyone has any ideas or thoughts on measuring the effectiveness of macros. We use them for standardized responses right now, and I want to find a way to identify those that need improvement. Any suggestions or ideas would be appreciated!!
By default, Zendesk shows the most recent 7-day usage on the macros list, you probably know this already I just wanted to mention it, and that you can display and sort by usage for up to a 30-day period.
However, if you need more details than that you may want to your macros add something that you can report on in Explore to the ticket - e.g. a tag.
I haven't done much reporting with tags, but this article should help you get started if you want to go that way.
Hope that helps you out!
There is also a great tip here:
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