Question
What chat versions are supported in the Macros Reporting and Management app, and where?
Answer
Today, Macros Reporting and Management fully supports two chat versions in Zendesk (learn more about them here):
- Newest Chat version - Messaging
- Chat with Agent Workspace (chats are being handled inside Zendesk Support agent UI)
Both technologies use macros for answer templates, the usage of which can be properly tracked in our app.
But if you use old Zopim-based Chat technology and shortcuts for answer templates there, you can't analyze this data in Macros Reporting and Management (because the shortcuts usage is not stored in Zendesk API).
You can see the macro usage in the chats in all reports and metrics. I.e. the metric of Replies with Macros includes data from all replies (in chats and non-chat tickets). Use the Ticket Channel filter to locate the Chats and non-Chat data only.