Explore report on macro usage
Non pianificato
Data ultimo post: 18 mag 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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49 commenti
Jesse
This is absolutely something we would love to see as well.
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Nick Sauvé
I would love to see this too! Especially since we use this functionality within Insights currently!
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Alisha (amaysim)
We are very interested in seeing macros being available at a ticket updates data set level.
We want to measure more activity and highlight more information in events such as who is using which macros (most cases the agent / updater / person applying the macro will never historically be an assignee of the ticket).
I thought that adding tags would be the answer to this but it turns out that tags are not related to ticket updates data set and therefore update level attributes such as updater are also not available.
Is there any way to work around this or is anyone looking to add tags to an update data set level or make tags available as a text field change?
My use case is only one idea but so much more could be done with reporting on tags at update level.
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Nicole Saunders
Hi Kelly -
There's not a direct macro usage report, however, there are ways to do it using tags:
Reporting on macros using tags in Insights
You can also pull much of this information via the API. This article gets into that:
Is it possible to get usage data on macros, triggers, and automations?
You can also add your use-case and up-vote this product feedback request to include macro usage reporting in Explore:
Explore report on macro usage
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Zenjob
Hej Product Team,
I am also waiting for more than 2 years on a proper reporting on macros.
I have done so with tags, but to be honest it is not scalable at all. As Explore seems to be the one tool to do it. Please integrate that feature as soon as possible.
Cheers
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Kelly Johnson
I was just asked if we could report on our Macro usage either in Explore or Insights. Is this on the radar?
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Jalle van Goor den Oosterlingh
Hi there,
How far are the plans to implement this into Zendesk Explore?
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Axel Mora
It would be amazing to be able to have Insights or Explore measure macro usage specifically without the use of tags. What Vincent mentioned two years ago and the additional points that Heather made is critical info that we should be able to measure without tags. As a start, a way to export the data provided in the admin tab would be amazing. The data is already being provided, why not the ability to export?
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Maxime Brillanceau
Hello, it is really important to us to have special insights or access to macros in Explore.
+1 then !
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Greg O'Neill
The ability to measure the usage of our Macros would be a very useful tool to monitor not only the most used but those that our Agent are not using so we can find out why these are not used
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