Macros Reporting and Management supports Zendesk macros used on tickets created through Chat and Messaging when Zendesk includes those macro applications in the ticket data available to the app.
These macro applications are included in the app’s overall reporting totals.
Zendesk Messaging
Macros applied to Messaging tickets can be included in Macros Reporting and Management reports.
The app does not currently provide a frontend filter or separate reporting view for Messaging usage. Messaging activity is combined with macro usage from other supported ticket channels.
Chat in Zendesk Agent Workspace
Macros applied to Chat tickets handled through Zendesk Agent Workspace can also be included in reporting when Zendesk records the macro application in the ticket data.
Chat usage is included in the overall reporting results and cannot currently be viewed separately by channel.
Legacy Zendesk Chat shortcuts
Legacy Zendesk Chat, previously known as Zopim, uses shortcuts rather than Zendesk Support macros.
Macros Reporting and Management cannot track the usage of legacy Chat shortcuts because Zendesk does not provide that shortcut usage through the ticket data used by the app.
This limitation applies specifically to legacy Chat shortcuts. Zendesk Support macros used through Agent Workspace may still be included in the reporting totals.
Why some Chat or Messaging activity may be missing
Chat or Messaging activity may not appear when:
- an agent used a legacy Chat shortcut instead of a Zendesk macro;
- Zendesk did not record the macro application in the ticket data;
- the ticket is outside the selected reporting period;
- another active filter excludes the ticket;
- the latest ticket data has not yet been synchronized.
Because the app does not currently provide channel-level filtering in the frontend, Chat and Messaging usage cannot be viewed or compared separately.