The Performance dashboard helps you understand how macros affect ticket handling and customer outcomes.
It combines usage data, One-Touch Rate, Satisfaction Rate, and macro-level Drill-In details in one report.
Performance is available on the Advanced and Pro plans.
Open the Performance dashboard
Open Macros Reporting and Management, then select Performance from the main navigation.
If Performance is not included in the current plan, the app displays:
Macros Performance is not enabled
An upgrade prompt is shown instead of the report.
Understand the KPI cards
The top of the Performance dashboard contains six KPI cards:
- Macros Usage
- Macros per Ticket
- Tickets w/ Macros
- Replies w/ Macros
- One-Touch Rate
- Satisfaction Rate
Most cards also show how the result changed compared with the previous matching period.
For example, when the selected period is the last seven days, the comparison uses the preceding seven-day period.
Macros Usage
Macros Usage shows the total number of recorded macro uses during the selected period.
Use this metric to understand the overall level of macro adoption.
A higher usage count does not automatically mean the macro library is effective. Review usage together with One-Touch Rate, Satisfaction Rate, and agent adoption.
Macros per Ticket
Macros per Ticket shows the average number of macros used on tickets during the selected period.
This can help identify workflows where agents frequently apply multiple macros to the same ticket.
Tickets w/ Macros
Tickets w/ Macros shows how many tickets included at least one recorded macro use.
Use it to compare macro-assisted tickets with the wider ticket volume.
Replies w/ Macros
Replies w/ Macros shows the number of replies associated with macro use.
This helps indicate how often macros contribute directly to agent responses.
One-Touch Rate
One-Touch Rate represents a macro’s ability to help solve a ticket in one reply.
A higher One-Touch Rate can indicate that the macro provides an effective answer or completes the required ticket actions without additional conversation.
Review this metric in context. Some workflows naturally require several replies and should not be judged only by One-Touch Rate.
Satisfaction Rate
Satisfaction Rate represents the CSAT result associated with macro use.
It indicates the macro’s ability to contribute to positive customer satisfaction.
In the Performance table, hover over a Satisfaction Rate value to see the underlying:
- Good ratings;
- Bad ratings.
Satisfaction Rate may appear as - when no value is available.
The final calculation is performed by the reporting backend. The dashboard does not describe a minimum number of ratings required before the metric is shown.
Filter the report
The Performance dashboard uses the shared reporting filters.
Available filters include:
- time period;
- brand;
- group;
- agent;
- ticket form;
- macro tags.
The default time period is Last 7 days.
Time periods
You can select:
- Today;
- Yesterday;
- Last 7 days;
- Last 30 days;
- Last 90 days;
- Last year;
- Custom date range.
Brand, group, agent, and ticket form
These filters support multiple selections.
Use them to narrow the report to a specific part of the Zendesk account.
Macro tag filter
The advanced macro tag filter lets you:
- include macros with selected tags;
- exclude macros with selected tags.
Saved views
You can save report filter settings as views and reopen them later.
Use Reset all filters to return to the default report state.
Understand the Performance table
The main table shows one row per macro.
Available columns are:
- Macro Title
- Access
- Category
- Usage Count
- One-Touch Rate
- Satisfaction Rate
Use the table to compare macro usage with outcome metrics and identify macros that need further investigation.
Search and sort macros
Use the Macro Title search control to find a specific macro.
Select a column heading to sort the table by that column.
Sorting can help you find:
- the most-used macros;
- macros with the lowest One-Touch Rate;
- macros with the highest or lowest Satisfaction Rate;
- macros with little or no usage.
Export the Performance report
Select the download icon to export the Performance report as a CSV file.
The export includes:
- Macro Title;
- Access Type;
- Category;
- Usage Count;
- One-Touch Rate;
- Satisfaction Rate.
CSV report downloads are available to subscribed users.
During a trial:
- the table shows the first five real rows;
- the remaining content appears as a locked preview;
- report export is disabled.
When a trial user attempts to export, the app displays:
Downloading reports is available for subscribed users.
Open Drill-In for a macro
Select a macro row to expand its Drill-In details.
The expanded view includes:
- Macro Usage Trend
- Macro CSAT Trend
- Macro Usage History
Use Drill-In to investigate how the macro performs over time instead of relying only on the summary values in the table.
Review Macro Usage History
Macro Usage History shows individual recorded uses of the selected macro.
You can expand the history into a larger modal for a more detailed review.
The Macro Usage History data can also be exported separately.
Data availability and empty states
During the initial setup, the app may display:
Analyzing your Zendesk macros…
The first insights usually take 1–3 minutes to prepare.
Expanded charts and history sections display No data when there are no matching records.
The main table may appear empty when no macros match the selected filters. It does not currently display a separate no-results message.
When results appear incomplete:
- Check the selected time period.
- Review all active filters.
- Reset the filters if necessary.
- Confirm that the initial analysis has completed.
- Allow time for recent Zendesk activity to be synchronised.