Tracking Agent-Specific Macro Usage in Zendesk
Is it possible to report on which agents applied a specific macro?
Currently, Zendesk does not natively support reporting on which agents applied a specific macro using the available attributes in Explore. However, you can track macro usage by adding a custom field to track macro application and then use the Updates history dataset to check for the updater name.
This method involves creating a custom field specifically for macro usage and then using the field changes attributes to identify which agent applied the macro. While this requires some setup, it can provide insights into agent-specific macro usage.
More related questions
How can I report on macro usage in Zendesk using tags?
To report on macro usage in Zendesk, you can add tags to your macros and then generate reports based on these tags. This method allows you to track how often specific macros are used by analyzing the tags added to tickets when a macro is triggered….
What do I need to start reporting on macros using tags in Zendesk?
To start reporting on macros using tags in Zendesk, you'll need a few things in place. First, ensure you have Zendesk Explore Professional or Enterprise, as well as Editor or Admin permissions. You'll also need access to ticket and agent data in…
How do I add tags to a macro in Zendesk?
Adding tags to a macro in Zendesk is a simple process that helps you track macro usage. To do this, go to the Admin Center, click the Workspaces icon, and select Agent workspace > Macros. From there, you can either add a new macro or edit an…
Can I create a report to see how many times a macro was used in a week?
Yes, you can create a report to see how many times a macro was used in a week by using tags in Zendesk Explore. First, ensure your macro adds a specific tag to tickets when used. In Explore, create a new report using the Support - Tickets dataset….
How can I filter out inactive or deleted macros in my reports?
In Zendesk, reports on macros rely on the tags added by the macros rather than the macros themselves. Therefore, it's not possible to directly filter out inactive or deleted macros in your reports. To manage this, ensure that your reports focus on…
Can I report on when a particular tag was added to a ticket?
Yes, you can report on when a particular tag was added to a ticket by using the Support: Updates History dataset in Zendesk Explore. This involves creating a calculated metric to identify tickets with the specific tag. To do this, create a…
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