Macros Reporting and Management is available on two paid plans: Advanced and Pro.
The plan you use determines whether you have access only to reporting features or to the full macro-management, history, and recovery toolset.
Free trial
New installations include a 14-day free trial.
During the trial:
- no credit card is required;
- you can evaluate the app using your own Zendesk data;
- you can use up to 20 bulk operations;
- you can cancel by uninstalling the app from Zendesk.
A bulk operation is an action applied to multiple selected macros, such as bulk editing, activation, deactivation, labeling, deletion, or reordering.
Advanced plan
The Advanced plan includes the reporting areas of Macros Reporting and Management:
- Overview
- Reporting
- Performance
Advanced-plan features include:
- macro usage trends;
- comparisons by agent, group, brand, form, channel, and other ticket attributes;
- unused and underused macro identification;
- agent and team adoption analysis;
- One-Touch Rate;
- Satisfaction Rate;
- Drill-In for individual macros;
- reporting exports;
- saved reporting views.
The Advanced plan does not include Macros Management, macro history, deleted-macro recovery, or rollback.
Pro plan
The Pro plan includes everything available in Advanced, plus the full Macros Management, history, and recovery feature set.
Pro features include:
- the Macros Management workspace;
- advanced macro filtering;
- predefined and custom management views;
- custom labels;
- macro exports;
- bulk activation and deactivation;
- bulk deletion;
- bulk editing of titles, access, status, and macro actions;
- moving macros between categories;
- cross-page bulk reordering;
- persistent macro history;
- actor and source attribution;
- deleted-macro visibility;
- restoring a deleted macro as a new Zendesk macro;
- rolling back an existing macro to an earlier version.
Feature availability by plan
| Capability | Advanced | Pro |
|---|---|---|
| Overview | Yes | Yes |
| Macro usage reporting | Yes | Yes |
| Macro performance reporting | Yes | Yes |
| One-Touch Rate and Satisfaction Rate | Yes | Yes |
| Individual macro Drill-In | Yes | Yes |
| Reporting filters and views | Yes | Yes |
| Reporting exports | Yes | Yes |
| Macros Management workspace | No | Yes |
| Management views and labels | No | Yes |
| Bulk macro operations | No | Yes |
| Cross-page bulk reordering | No | Yes |
| Macro history | No | Yes |
| Deleted-macro recovery | No | Yes |
| Rollback to an earlier version | No | Yes |
Trial bulk-operation limit
Trial accounts can complete up to 20 bulk operations during the 14-day trial.
The limit applies to completed bulk operations, not to individual macros inside the operation.
For example, applying one bulk action to 15 selected macros counts as one bulk operation.
When the trial limit has been reached, upgrade to the Pro plan to continue using bulk operations.
Billing
Billing tiers are based on the total number of tickets your Zendesk account receives per month.
Ticket data is used as the source for macro usage and reporting. Accounts with higher monthly ticket volumes therefore fall into higher billing tiers.
You can review your current plan and billing information under:
Settings → Billing
First-month discount
New paid subscriptions receive 50% off the first month.
The discount applies when moving from the free trial to a paid plan.
Changing your plan
To review or change your plan:
- Open Macros Reporting and Management.
- Go to Settings.
- Select Billing.
- Review the available plans and billing tiers.
- Select the required plan and follow the on-screen instructions.
Cancelling the app
To cancel Macros Reporting and Management, uninstall the app from Zendesk.
Because billing tiers are based on monthly Zendesk ticket volume, review the billing information shown in Settings → Billing before uninstalling.