Explore report on macro usage

Non planifiée

39 Commentaires

  • Patrick Stewart

    I don't understand how in a tool as powerful as Explore, and with how important Macros are for support, that there isn't a way to report on that? I know support is keeping track of macro usage because you can see how many times each one has been used in the last 7 days. So...if the info is there why can't we use it?

  • Nobuhiro Kobayashi

    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?


  • Merayah

    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.


  • Casey Keefe

    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!

  • George Sokar

    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


  • Sara Ledger

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

  • Trina

    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!

  • Jeff

    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? 

  • 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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