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Explore report on macro usage

Not Planned


Posted May 18, 2017

Macros are such an important element of our workflow, being able to measure the usage of the macros, tickets solved with macros, ticket without macro, resolution with and without macro, to me is something absolutely basic in a reporting on CS activity. I don't buy the story of using a tag to monitor macro usage. 

Can we expect a solid reporting on macros in Explore?


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48 comments

This has been open for several years. It would really help understanding how frequent the type of macros our members are using for better analytics. 

 

Will there be an update about this soon?

 

2


Is there any update on when this macro usage reporting will be available in Explore? we have been using this new reporting tool for some years now and I am concerned that we still cannot pull this data accurately.

I have created some reports to try and capture this data using the tags, however the "Time" options do not cover ticket update by agent or assignee, you have to end up choosing between a ticket created / solved date only which means either way your data is inaccurate.

 

5


Hi Zendesk! Is there any way to create a query in Explore where I can view (and access) all ticketID's that used a specific macro (such as with the macro ID)? Thank you!

2


Macros Are important for support, and figure out Macros usage per ticket is crucial for performance assessment, 

Although I am using Tags, I can get only the tickets that used the Macros. I am looking to get how many times this macro is used per every ticket. 

I believe ZD product team should consider better utilization for Macros using Explore

 

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Sara Ledger

Zendesk Luminary

We need to be able to report on who added what macro to see which users are doing so and at what frequency.

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I would like to add my vote for macro reporting. I would love to remove macros that are never used! Agents would be able to find the macro they need if they didn't have to sort through unused one. I have them grouped, but why not clean it up for them if there are unused macros, right? Thank you for considering this feature!

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Looks like this request was very popular since Explore was released yet from all the invitations I've received to join the Zendesk team on what's new, this has not been implemented. Is there a public reason as to why or is Explore an outside entity? 

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Scott Allison

Zendesk Product Manager

Thank you everyone for continuing to share your needs for this. Unfortunately, this is not on our roadmap for this year, so I will set the status to Not Planned for now. It's something I'd like to prioritize in the future, and if that happens I'll update you all here.

This year we've prioritized investments in other areas, such as SLAs. Next month we're launching Group SLAs at Relate, and then later the ability to apply SLAs to more interactions, with new SLA target types, and the ability to customize existing ones.

Thanks again for your continued feedback, it's really appreciated.

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Scott Allison

Zendesk Product Manager

Thank you everyone for continuing to share your needs for this. Unfortunately, this is not on our roadmap for this year, so I will set the status to Not Planned for now. It's something I'd like to prioritize in the future, and if that happens I'll update you all here.

This year we've prioritized investments in other areas, such as SLAs. Next month we're launching Group SLAs at Relate, and then later the ability to apply SLAs to more interactions, with new SLA target types, and the ability to customize existing ones.

Thanks again for your continued feedback, it's really appreciated.

-1


Hi all,

Is there any update in 2024? 

We are looking for measuring the macros that were applied to all ticket ids. It is not able to pull the correct information only using tags(tags for each macros).

Thank you so much if there is any update.

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we are using macro to escalate/handoff to the other team. The same macro can be used multiple times, so tag does not provide us the information when and how many. We would like to get the detail report about macro

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Shawna James

Community Product Feedback Specialist

Hello everyone and thank you for your continued comments on this feature request. I want to confirm that our most recent update on this thread by Scott is the most accurate and this feature request, while valid, is not currently planned. We do appreciate your comments and engagement here. 
 
I understand how our recent updates about this feature not being prioritized might have caused frustration because we didn't reference our guidelines in this post. Product feedback that is provided in this space is not guaranteed to be included on any product backlog or roadmaps. While we listen and read every piece of feedback that comes through this forum, in some instances, our product teams need to make the tough decision to work in a direction that is not aligned with a particular piece of feedback. This Community forum is simply for sharing your challenges and how you use the product, but it is not a case/resolution system.
 
Thank you again for your engagement here and for being valuable Zendesk customers.

-1


+1

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+1 

Cannot believe this still isn't a feature after years of asking!

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Scott Allison

Zendesk Product Manager

Thank you everyone for continuing to upvote this. This is not on our roadmap for this year, so I will leave the status as Not Planned for now. That said, it's something we want to prioritize in the future, and I'll update you when that happens.

This year we have a lot of exciting investments in product capabilities planned. Join us next month at Relate to find out more. You can attend in person or stream the product keynote online.

Thank you again for your continued feedback, it's really appreciated.

-1


image avatar

Scott Allison

Zendesk Product Manager

Thank you everyone for continuing to upvote this. This is not on our roadmap for this year, so I will leave the status as Not Planned for now. That said, it's something we want to prioritize in the future, and I'll update you when that happens.

This year we have a lot of exciting investments in product capabilities planned. Join us next month at Relate to find out more. You can attend in person or stream the product keynote online.

Thank you again for your continued feedback, it's really appreciated.

-5


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Andrei Kamarouski

Community ModeratorThe Wise One - 2021

Hey all. 

I am happy to announce that we recently added a new feature to our Macros Reporting by Pythia app that allows you to drill in the individual macro to see the detailed stats like usage trend, CSAT trend, and usage history with the possibility to export the latest data to CSV. 

1


Let me guess, this is not on the roadmap for 2025 either ?

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