Macros Reporting and Management helps Zendesk administrators and CX teams understand how macros are used, improve macro performance, and manage large macro libraries from one place.
The app combines two connected areas:
- Macros Reporting helps you analyze usage, adoption, and performance.
- Macros Management helps you organize macros, make changes at scale, track their history, and recover from mistakes.
What you can do with Macros Reporting
Use Macros Reporting to understand how agents and teams use Zendesk macros.
You can:
- track macro usage over time;
- compare usage by agent, group, brand, form, channel, and other ticket attributes;
- identify unused or underused macros;
- find differences in macro adoption between teams and agents;
- analyze One-Touch Rate and Satisfaction Rate;
- investigate individual macros using Drill-In;
- export reporting data for further analysis.
Reporting can help answer questions such as:
- Which macros are used most frequently?
- Which macros are no longer being used?
- Are some teams using macros less consistently than others?
- Which macros are associated with weaker ticket outcomes?
- Where might agents need additional training or better macros?
What you can do with Macros Management
Use Macros Management to review and maintain your Zendesk macro library.
You can:
- search, filter, and sort macros;
- filter macros by brand, group, category, status, usage, labels, and other attributes;
- see when each macro was last used;
- use predefined views for common review and cleanup workflows;
- save custom views;
- add custom labels;
- export macros;
- activate, deactivate, label, or delete macros in bulk;
- bulk edit macro titles, access, status, and actions;
- move macros between categories;
- reorder multiple macros across multiple pages.
This is particularly useful for accounts with hundreds or thousands of macros, where managing each macro individually in Zendesk becomes slow and difficult.
Track macro changes
Macros Reporting and Management keeps a history of changes made to supported macros.
History can show when a macro was:
- created;
- updated;
- reordered;
- deleted;
- restored or detected again;
- rolled back.
For each version, you can review changes to properties such as:
- title;
- active status;
- access;
- comments and comment visibility;
- tags;
- ticket fields;
- other macro actions.
Where available, the history also identifies who made the change and whether it came from Zendesk or Macros Reporting and Management.
Restore deleted macros and roll back changes
The app provides two separate recovery workflows.
Restore a deleted macro
Use Restore when the original macro has been deleted.
Restoring a deleted macro:
- creates a new Zendesk macro;
- assigns it a new Zendesk macro ID;
- keeps the deleted original visible in the app;
- links the restored macro to its deleted source.
Roll back an existing macro
Use Rollback when the macro still exists but you need to return it to an earlier version.
Rolling back a macro:
- updates the existing Zendesk macro;
- preserves its Zendesk macro ID;
- creates a new latest history version;
- keeps the complete version history.
Both workflows include a preview and validation before the change is applied.
Common workflows
Clean up unused macros
Use reporting data and predefined Management views to find macros that have not been used recently. Review them before labeling, deactivating, exporting, or deleting them.
Improve low-performing macros
Use One-Touch Rate and Satisfaction Rate to identify macros that may require attention. Open Drill-In to inspect their ticket-level results before changing their content or actions.
Reorganize a large macro library
Use filters, saved views, labels, category changes, and bulk reordering to reorganize macros without editing them individually.
Investigate an unexpected change
Open the macro’s history to see what changed, when it changed, and who or what made the change.
Recover from a mistake
Restore a deleted macro as a new macro, or roll back an existing macro to an earlier version.
Plans and availability
Macros Reporting and Management is available from the Zendesk Marketplace.
Reporting features are available on paid plans. Advanced management features—including Macros Management, macro history, deleted-macro recovery, and rollback—require the Pro plan.
A free 14-day trial is available without a credit card.
Recommended first steps
After installing the app:
- Review overall macro usage in Macros Reporting.
- Identify unused, underused, or low-performing macros.
- Open Macros Management and review the predefined views.
- Create labels or custom views for your cleanup workflow.
- Review a macro’s history before making substantial changes.
- Use bulk actions only after confirming the selected macros and preview.`