The shared report filters let you narrow Usage and Performance data to a specific time period, brand, group, agent, ticket form, or set of macro tags.
The same filter state is used across the Usage and Performance tabs.
Where shared filters are available
The shared filter panel appears on:
- Usage
- Performance
It does not appear on:
- Overview
- Management
Management has its own search and filter controls.
Open the filter panel
Open Usage or Performance, then use the filter controls at the top of the report.
The available shared filters are:
- time period;
- brand;
- group;
- agent;
- ticket form;
- included or excluded macro tags.
Filter by time period
Available time periods are:
- Today
- Yesterday
- Last 7 days
- Last 30 days
- Last 90 days
- Last year
- Custom
Use Custom to choose a specific date range.
Changing the time period updates the report immediately.
Filter by brand
Use the Brand filter to include one or more Zendesk brands.
Select All brands to remove the brand restriction.
Filter by group
Use the Group filter to include one or more Zendesk groups.
Select All groups to remove the group restriction.
Filter by agent
Use the Agent filter to limit results to one or more agents.
Select All agents to remove the agent restriction.
Filter by ticket form
Use the Ticket form filter to include activity associated with selected Zendesk ticket forms.
Select All ticket forms to remove the form restriction.
Filter by macro tags
The advanced macro tag filter lets you include or exclude macros by tag.
To use it:
- Open the advanced tag filter.
- Choose include or exclude.
- Add one or more macro tags.
- Select Submit.
Unlike the other shared filters, tag changes are not applied until you select Submit.
Select Close to close the panel without applying the current draft.
Include mode
Use include to limit the report to macros with the selected tags.
You can add multiple tags.
Exclude mode
Use exclude to remove macros with the selected tags from the report.
You can add multiple tags.
Only one mode is active at a time. Switching between include and exclude moves the current tag selection into the selected mode and clears the previous mode.
How filters are applied
Time period, brand, group, agent, and ticket form filters update the report immediately.
The resulting data reflects the combined filter set.
For example, you can review:
- macro usage for one brand and two groups;
- performance for a specific agent and ticket form;
- macros with selected tags during the last 30 days;
- results excluding internal or deprecated macro tags.
Move between Usage and Performance
Filters are preserved when you move between Usage and Performance.
This lets you review usage and outcome metrics for the same scope without recreating the filters.
Filters may also remain in memory when you move to Management and return during the same report session, but Management does not display or use the shared panel as its main filtering interface.
Refreshing or leaving reporting
Shared filters are not stored in the page URL.
They reset to their defaults when:
- you refresh the page;
- you leave the shared reporting route by opening Overview and then return;
- the current app session is restarted.
Use saved views when you need to reuse the same filter setup later.
Clear an individual filter
You can clear filters individually by returning them to their default values.
Examples:
- All brands
- All groups
- All agents
- All ticket forms
For multi-select filters, you can also clear individual selected values.
Custom date ranges have their own reset control.
Reset all filters
When the current filter set differs from the defaults, Reset all filters appears.
Select it to restore the full shared filter set to its default state.
This clears:
- the selected time period;
- brand selections;
- group selections;
- agent selections;
- ticket-form selections;
- included or excluded macro tags.
Use saved views
Select the eye icon to open saved filter views.
Saved views let you reopen a filter setup after a refresh or in a later session.
You can:
- open an existing view;
- select Save as new view;
- enter a name and save it;
- delete a view using the trash icon.
Saved views can also retain Usage-specific chart settings, such as grouping by day, week, or month.
When filters return no data
The result depends on the report:
- Usage charts display No data.
- The Performance table may show an empty table without a separate message.
- Management uses its own filtering UI and may show No macros match the current filters or No deleted macros found.
When no data appears:
- Check the selected time period.
- Review every active filter.
- Remove restrictive agent, group, brand, form, or tag selections.
- Select Reset all filters.
- Confirm that the initial reporting analysis has completed.