Macros Reporting and Management overview

Macros Reporting and Management helps Zendesk teams understand how macros are used, find productivity gaps, and keep their macro library clean.

The app has two main parts:

1. Macros Reporting
   Use reporting dashboards to see how often macros are used, which agents and teams use them, and how individual macros perform.
2. Macros Management
   Use the management module to find, organize, export, label, bulk edit, bulk reorder, activate, deactivate, or delete Zendesk macros from one place.

Macros Reporting is useful for support managers, team leads, Zendesk admins, and CX operations teams who want better visibility into macro usage and macro performance.

Macros Management is useful for admins working with large or complex macro libraries, especially when native Zendesk macro management becomes too slow or too manual.

What you can do with Macros Reporting

With Macros Reporting, you can:

• Track macro usage over time
• See which macros are used most often
• Compare macro usage by brand, group, form, agent, and other ticket attributes
• Find agents or teams that may not be using macros enough
• Analyze macro performance using metrics such as One-Touch Rate and Satisfaction Rate
• Drill into individual macro performance
• Export detailed usage data for further analysis

This helps you answer questions like:

• Are agents using macros consistently?
• Which teams rely on macros the most?
• Which macros are rarely used?
• Which macros are associated with better or worse customer outcomes?
• Where do we have productivity or knowledge gaps?

What you can do with Macros Management

Macros Management helps you act on the reporting data.

With Macros Management, you can:

• Search and filter your macro library
• See when each macro was last used
• Use predefined views to find unused, outdated, or low-impact macros
• Save custom views for ongoing cleanup work
• Add custom labels such as "Needs review", "Deprecated", or "Ready to remove"
• Export macros for audits or cleanup projects
• Bulk activate or deactivate macros
• Bulk delete macros when they are no longer needed
• Bulk edit macro titles, access, status, and actions
• Move macros between categories
• Reorder macros across multiple pages

This is especially helpful when you manage hundreds or thousands of macros and need a safer, faster way to clean up the library.

Common use cases

Teams usually start with one of these workflows:

Find unused macros

Use reporting data and management views to find macros that have not been used recently. You can review them, label them, deactivate them, or export them for discussion with your team.

Improve low-performing macros

Use the performance dashboard to find macros with low One-Touch Rate or low Satisfaction Rate. Then use Drill-In to inspect the macro in more detail and decide whether it should be rewritten, merged, or removed.

Spot macro adoption gaps

Compare usage by agent, group, brand, or form to see where macros are underused. This can help you find training opportunities or missing macros for specific teams.

Clean up a large macro library

Use filters, labels, saved views, exports, and bulk actions to run a structured cleanup project without opening every macro one by one in Zendesk.

Move or reorganize macros

Use Macros Management to move macros between categories or reorder them in bulk instead of manually editing each macro title.

Reporting dashboards

Macros Reporting includes dashboards for macro usage and macro performance.

The dashboards help you understand:

• Total macro usage over time
• Macro usage by brand, form, group, agent, and other dimensions
• Individual macro usage
• Macro performance metrics
• Macro-level trends
• Ticket-level details available through Drill-In

You can use filters to narrow the data by time period, brand, group, agent, form, channel, and other available attributes.

Drill-In

Drill-In lets you open an individual macro from the performance dashboard and inspect it in more detail.

Depending on the available data, you can review:

• Usage trend
• Satisfaction trend
• Tickets where the macro was used
• Assignee, group, brand, form, and other ticket attributes
• Exportable ticket-level data

Use Drill-In when you want to understand why a macro performs well or poorly.

Views and filters

Views help you save filter settings and return to the same report or macro list later.

For example, you can create views for:

• Billing team macros
• Low-usage macros
• Macros used by a specific group
• Macros for a specific brand
• Macros that need review
• Deprecated macros
• Cleanup candidates

This makes repeated audits and cleanup projects easier to manage.

Exports

You can export reporting and macro data for offline review, audits, or team discussions.

Typical export use cases include:

• Sharing macro usage data with team leads
• Preparing a macro cleanup project
• Reviewing unused macros before deactivation
• Keeping a record of macro changes
• Analyzing macro performance outside the app

Availability

Macros Reporting and Management is available from the Zendesk Marketplace.

Macros Management is included in the Pro plan.

You can start with a free trial and use the app to review your current macro usage, identify cleanup opportunities, and decide which workflows are useful for your team.

Next steps

After installing the app, we recommend starting with these steps:

1. Open the reporting dashboard and review overall macro usage.
2. Check which macros are used most and least often.
3. Review macro performance metrics such as One-Touch Rate and Satisfaction Rate.
4. Open Drill-In for macros that need more investigation.
5. Go to Macros Management and review unused or outdated macros.
6. Use labels, views, exports, and bulk actions to plan your cleanup.