Macro Usage Reporting Capabilities

Totally agree with Breona, this type of report should be available as we want to monitor usage by agent to ensure all are using them.  Please give this consideration Zendesk.

Absolutely agree. This is completely necessary from both a performance tracking and content strategy perspective. It's impossible to perform routine maintenance on our content without these reports.

Katie

I know this may not help, but on the chance that it might. There is a tip here  that shows how to export a list of your macros. You can use that to do some housekeeping.

If you are on the Enterprise Plan, you can modify the command to:

https://XYZ.zendesk.com/api/v2/macros.json?include=usage_30d

... to give a count of usage in the last 30 days.

I've been looking for this type of report for awhile now. I want to see how many times each of my employees has used this macro within a given period in order to give me a better picture of their work balance. I've tried adding tags and the problem with that is that tags can fall off for various reasons. I've brought this to Support's attention and they encouraged me to upvote this discussion so here I am! Seems like the data is tracked in some capacity given we can see the total usage of the macro within the last 7 days, but being able to run a report on macro usage would be extremely beneficial.

I'd like to add an upvote to this too. I know that we can use Tags to report out beyond the basic 30 days, but tags are a fairly unmanageable solution for this sort of reporting.

+1 

Needing to add tags (and unique tags at that) only for reporting would add unnecessary bloat to rules analysis and the Zendesk instance in general, especially if you use macros heavily. It'd be great if this was included natively in Explore, even just for the last 30 days or so, since it's available via API already.

I'm one of the Product Managers here at Zendesk working on our Macros experience. I really appreciate your feedback, ideas and patience! I'm looking at some of the improvements we could make, and I'd like to ask you all what would be the most impactful change we could make to macros admin?

BTW, it's not very obvious, but it is possible to get usage for the last 30 days. You can do that by clicking on the AZ icon near the top right of the page:

@scott17 @Scott Allison 

In addition to this post, I can think of two other macro asks that have been pain points for a long time. 

https://support.zendesk.com/hc/en-us/community/posts/4408860722586-Macros-Edit-multiple-groups-without-Global-Access

https://support.zendesk.com/hc/en-us/community/posts/4412290541594-Feature-Request-Inserting-macros-at-the-text-cursor-position- 

The most important information is to see the usage of macros over time - that I can track changes without switching between 7 and 30 days

Additionally it would be great to get a statistic of macros used per agent - to see if some agents are refusing specific macros

Looks like there is still no update here.

Originally posted June 2022.

Thanks all for continuing to push for improvements in this area. I wanted to provide an update since it's been a while since my last one. We did make a few changes recently to the macros admin page. 

• Show the count of the number of macros in your filtered view.
• New columns including the date each macro was created and last updated.
• Easier sorting, by clicking on the column headers. 

These changes were released in April. 

As a reminder, the usage column defaults to the last 7 days, but by clicking on the AZ button near the top you change that to up to 30 days. 

We have another enhancement planned soon, so that admins will be able to view agents' macros. I'll update when that's available. Other improvements to macros reporting are not currently on our roadmap for this year, but we do regularly revisit our priorities and adjust accordingly. Thanks again everyone for your feedback.

I'd also encourage you to check out Pythia's macros reporting app in our marketplace for an immediate solution.

It would be helpful to be able to run a report in Explore to get a report on macros created and macros updated within a time period along with being able to report on macro usage without the use of tags because tags can be removed from a ticket very easily distorting the reporting on that tag. 

I am surprised there isn't even an option to filter for a certain time period in Explore using the macro ID's?

When clicking the AZ button, I see no option to view the last 30 days of usage.

Has there been any type of update to allow users to understand the frequency of macro usage aside from tag reporting, which will include various other tags outside of macros? 

Hello, I am reaching out to see if an enhancement is on the roadmap in 2023 to allow for reporting on Macros usage without the use of tags. 

I'm one of the product managers here at Zendesk. Thank you for asking about our plans for Macros reporting. This isn't currently on the roadmap for 2023, but it's something we want to get to in the longer term, but right now we are prioritizing in other areas. While I know that's not the answer you want to hear, we'd rather be upfront about that. 

Hi @scott17 

I understand it is easy to extract the macro usage via API with the following format, however, we cannot report further than the past 30 days :(

https://subdomain.zendesk.com/api/v2/macros/MACROID.json?include=usage_30d

Is there a field that we do not know about and that is not in the developer's articles where we can find the usage for all time? 

@patrick62 Sorry, no that's not possible currently. At present usage history only goes back 30 days; we're not storing it for longer than that. We do want to improve this in future, but it's not on this year's roadmap.

Hi all, 

If you are looking for reporting without tags or beyond 30 days – look at Macros Reporting app. (I'm Pythia AI CEO). https://www.zendesk.com/apps/support/advanced-macros-by-pythia

Hey Everyone. I'm going to close this request as it's a duplicate of another more popular request for the same functionality:

https://support.zendesk.com/hc/en-us/community/posts/4409222588698-Explore-report-on-macro-usage

If you haven't already voted on it please do so. Thank you!