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Measuring effectiveness of macro use

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Danielle

Zendesk Luminary

Publicado 13 de set. de 2021

Hi Community!

I am wondering if anyone has any ideas or thoughts on measuring the effectiveness of macros. We use them for standardized responses right now, and I want to find a way to identify those that need improvement. Any suggestions or ideas would be appreciated!!

Thanks!

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    Jacob the Moderator

    Zendesk LuminaryCommunity Moderator

    Hi Danielle,

    By default, Zendesk shows the most recent 7-day usage on the macros list, you probably know this already I just wanted to mention it, and that you can display and sort by usage for up to a 30-day period.

     

    However, if you need more details than that you may want to your macros add something that you can report on in Explore to the ticket - e.g. a tag.

    I haven't done much reporting with tags, but this article should help you get started if you want to go that way.

    Hope that helps you out!

     

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    ZZ Graeme Carmichael

    Community Moderator

    There is also a great tip here:

    https://support.zendesk.com/hc/en-us/community/posts/115006131447-How-to-export-Zendesk-macros-into-a-spreadsheet

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