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Explore report on macro usage
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投稿日時：2017年5月18日
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件のコメント
Marilou Abruscato
Yeah this is a very useful feature if it could be built! I am just delving into this but we have hundreds of macros that are in the system and I would just like a simple report as to when the last time a macro was actually used and active on a ticket. It is impossible to go in and ‘tag’ hundreds of macros when you are new in a position to learn and understand a new ticketing system. ive been thrown into the lions den here and i need to clean up unused and non valuable information to make way for new automations and a new team learning this product.
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Fares
Let me guess, this is not on the roadmap for 2025 either ?
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Andrei Kamarouski
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.
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Scott Allison
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.
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Scott Allison
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
Jake Samson
+1
Cannot believe this still isn't a feature after years of asking!
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Aran Liu
+1
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Shawna James
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.
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Satoshi Ishii
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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Jingwei Feng
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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