Many of Zendesk agents rely on macros to share troubleshooting steps, guides, forms, or documentation with customers. But it’s not always clear which links inside those macros actually help customers, and which ones they ignore or miss.
Reviewing link engagement can be a simple way to understand how effective your macros really are. When you can see which links customers click (and how often), it becomes easier to notice patterns, for example:
- Some help center articles get consistent clicks, meaning they’re clear and useful
- Others get almost no engagement, which can signal outdated content or unclear wording
- A macro with several links might show that customers only follow the first one
- Certain topics may require more detailed instructions because customers don’t interact with the initial link
These insights help you adjust your macros so customers receive clearer, more helpful information, plus agents spend less time sending follow-ups or re-explaining steps.
If you want to track link activity directly inside Zendesk, the Email Tracking integration includes link-level analytics that show what customers interacted with for each ticket