Macro Usage Reporting Capabilities

11 Comments

  • Official comment
    Scott Allison
    Zendesk Product Manager

    I'm one of the Product Managers here at Zendesk working on our Macros experience. I really appreciate your feedback, ideas and patience! I'm looking at some of the improvements we could make, and I'd like to ask you all what would be the most impactful change we could make to macros admin?

    BTW, it's not very obvious, but it is possible to get usage for the last 30 days. You can do that by clicking on the AZ icon near the top right of the page:

     

  • Joan Ling

    Totally agree with Breona, this type of report should be available as we want to monitor usage by agent to ensure all are using them.  Please give this consideration Zendesk.

    1
  • Cáit Towne

    Absolutely agree. This is completely necessary from both a performance tracking and content strategy perspective. It's impossible to perform routine maintenance on our content without these reports.

    1
  • Graeme Carmichael
    Community Moderator

    Katie

    I know this may not help, but on the chance that it might. There is a tip here  that shows how to export a list of your macros. You can use that to do some housekeeping.

    If you are on the Enterprise Plan, you can modify the command to:

    https://XYZ.zendesk.com/api/v2/macros.json?include=usage_30d

    ... to give a count of usage in the last 30 days.

    0
  • Justin Mack

    I've been looking for this type of report for awhile now. I want to see how many times each of my employees has used this macro within a given period in order to give me a better picture of their work balance. I've tried adding tags and the problem with that is that tags can fall off for various reasons. I've brought this to Support's attention and they encouraged me to upvote this discussion so here I am! Seems like the data is tracked in some capacity given we can see the total usage of the macro within the last 7 days, but being able to run a report on macro usage would be extremely beneficial.

    0
  • Nick Sauvé

    I'd like to add an upvote to this too. I know that we can use Tags to report out beyond the basic 30 days, but tags are a fairly unmanageable solution for this sort of reporting.

    0
  • Andrei Kamarouski
    Community Moderator
    The Wise One - 2021

    Hi all, 

    There is a great solution – Advanced Macros Usage Reporting for Zendesk. It is a part of the Advanced Macros by Pythia app https://www.zendesk.com/apps/support/advanced-macros-by-pythia

    0
  • Moe

    +1 

    Needing to add tags (and unique tags at that) only for reporting would add unnecessary bloat to rules analysis and the Zendesk instance in general, especially if you use macros heavily. It'd be great if this was included natively in Explore, even just for the last 30 days or so, since it's available via API already.

    0
  • FAT

    The most important information is to see the usage of macros over time - that I can track changes without switching between 7 and 30 days

    0
  • FAT

    Additionally it would be great to get a statistic of macros used per agent - to see if some agents are refusing specific macros

    0

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