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Best practices for tracking macro usage?

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Amanda Hickman

Publication le 25 oct. 2023

We're actively trying to improve macro usage. Based on my reading here, especially https://support.zendesk.com/hc/en-us/community/posts/4409222613274-Tip-How-to-optimise-your-macros-usage-in-Zendesk and https://support.zendesk.com/hc/en-us/community/posts/4409222588698-Explore-report-on-macro-usage it seems like the best/only way to track Macro usage meaningfully is to edit our macros to ensure that each one adds a tag or tags indicating that a macro was used and/or which macro was used.

Is it accurate to conclude that there's not another way to find tickets we have (or have not) used macros on, or to find macro usage by agent?

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    Oscar Mejias

    Zendesk Customer Care

    Hi Amanda,

    That is correct. At the moment, identifying your tickets with a tag would be the only possible way to later on create reports that allow you to keep track of macro usage.

    If you do have any feedback or suggestions on different ways our customers could report on macro usage, we'd love to hear from you.

    Thanks! 

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    Amanda Hickman

    I would definitely love to be able to look through my list of macros and see, right there, a link to all tickets the macro was applied to. This would help us audit our established systems. 

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