Drill-In lets you inspect the performance of an individual macro without leaving the Performance dashboard.
It shows usage trends, CSAT trends, and recent ticket-level usage for the selected macro.
Open Drill-In
- Open Macros Reporting and Management.
- Select Performance.
- Find the macro you want to investigate.
- Select the macro row.
The row expands to show the Drill-In content.
There is no separate Drill-In button. The row itself is clickable.
Selecting an Open in Zendesk link does not expand the row.
Understand the Drill-In sections
The expanded row contains three sections:
- Macro Usage Trend
- Macro CSAT Trend
- Macro Usage History
These sections use the current Performance filters and the selected macro.
Review Macro Usage Trend
Macro Usage Trend shows how often the macro was used over time.
The chart uses bars to display usage count for each period.
By default, the chart is grouped By days.
You can change the grouping to:
- By days
- By weeks
- By months
The report time-period filter controls the date range. The grouping is selected separately and is not changed automatically based on the date range.
For example, you can view a 90-day report grouped by days, weeks, or months.
Review Macro CSAT Trend
Macro CSAT Trend shows customer satisfaction data associated with the macro over time.
The chart includes:
- positive CSAT counts;
- negative CSAT counts;
- a Satisfaction Rate trend line.
The chart defaults to By days, but you can switch it independently to:
- By days
- By weeks
- By months
Changing the grouping in Macro Usage Trend does not automatically change the grouping in Macro CSAT Trend.
When the macro has usage data but no CSAT trend data, the Usage Trend can still appear while the CSAT chart displays:
No data
How filters affect Drill-In
Drill-In inherits the filters currently applied to the Performance dashboard.
These include:
- time period;
- group;
- brand;
- agent;
- ticket form;
- included macro tags;
- excluded macro tags.
The selected macro is then added to that filter context.
For example, when the Performance dashboard is filtered to a specific group and brand, the Drill-In results show activity for that macro within those filters.
Review inline Macro Usage History
The inline Macro Usage History table shows the latest three usage records.
Its columns are:
- Ticket ID
- Applied By
- CSAT
Select a Ticket ID to open the related Zendesk ticket when the link is available.
The inline table supports column sorting.
It does not include:
- search;
- pagination;
- local filters.
Open the full Macro Usage History
Select the expand icon in the Macro Usage History section to open the full history modal.
The modal includes these columns:
- Ticket ID
- Used At
- Applied By
- Group
- Brand
- Ticket Form
- CSAT
The modal supports:
- column sorting;
- pagination;
- seven rows per page.
It does not include search or local filters.
The modal can load up to 100 usage records for display.
Export Macro Usage History
Select the download icon in the full history modal to export the selected macro’s usage history as CSV.
The export can include up to 1,000 usage records.
This export is separate from the main Performance report export.
In the current version, the Macro Usage History export is available during the trial.
Understand CSAT values
Usage history can include CSAT values such as:
- Good;
- Bad;
- Offered;
- another value returned by Zendesk;
- no value.
A macro can have usage records even when no CSAT trend is available.
This can happen when tickets used the macro but did not receive a usable satisfaction rating.
Collapse and reopen Drill-In
Select the expanded macro row again to collapse it.
When the row is collapsed, its Drill-In components are closed.
Opening the row again reloads the Drill-In data rather than preserving the previously loaded state.
This includes the chart data and usage history.
No-data states
A chart displays No data when there are no matching values for the selected macro, filters, date range, and grouping.
When a section has no data:
- Check the selected time period.
- Review the active group, brand, agent, form, and tag filters.
- Try a broader date range.
- Change the chart grouping.
- Confirm that the initial reporting analysis has completed.
A lack of CSAT data does not necessarily mean that the macro was not used. Review Macro Usage Trend and Macro Usage History separately.