Install Macros Reporting and Management from the Zendesk Marketplace, then connect it to your Zendesk account from inside the app.
After connection, Pythia begins analysing your macro library and prepares the first reporting and management data.
Install the app from Zendesk Marketplace
- Open the Macros Reporting and Management listing in the Zendesk Marketplace.
- Select Install.
- Choose the Zendesk account where you want to install the app.
- Review the installation settings.
- Select Install to complete the installation.
The installation screen includes:
- Title, which controls the name shown for the installed app;
- Pythia API Token, a system field managed by the integration;
- optional role restrictions;
- optional group restrictions.
Do not manually change the Pythia API Token unless Pythia support specifically asks you to.
Restrict access by role or group
During installation, you can limit which Zendesk users have access to the app.
Enable:
- role restrictions to allow only selected Zendesk roles;
- group restrictions to allow only selected Zendesk groups.
Leave both restrictions disabled when all eligible Zendesk users should have access.
These settings control access to the app. They do not change which macros or reporting records are synchronised.
Open the app
After installation, open Macros Reporting and Management from the Zendesk Support navigation bar.
If the app has not yet been connected, it displays a message asking you to connect your Zendesk account.
No separate Pythia registration form is required.
Connect your Zendesk account
- Open Macros Reporting and Management.
- Select Connect.
- Complete the Zendesk authorisation step in the popup window.
- Approve the requested read and write access.
- Return to the app after authorisation completes.
The connection allows Pythia to read the macro and reporting data required by the app and to apply changes that you explicitly make through its management features.
What happens after connection
After successful authorisation:
- the Pythia integration token is saved in the Zendesk app settings;
- the app opens the Overview page;
- the initial macro synchronisation begins;
- Pythia analyses macro usage and prepares the first insights.
During this process, the app may display:
Analyzing your Zendesk macros…
The first analysis usually takes 1–3 minutes.
You can leave the app while processing continues. Pythia sends an email when the initial macro insights are ready.
Complete the first review
After the initial synchronisation finishes, the app may show:
- the Your macro library audit is ready window;
- a Quick Audit summary of your macro library;
- the trial progress checklist.
Use the Quick Audit to review unused macros and begin cleaning up the library.
Reconnect the integration
Only users with the necessary Zendesk administrative permissions can configure or reconnect the integration.
When a user does not have permission, the app displays:
Only admins can configure this integration.
Ask a Zendesk administrator to complete the connection or reconnection.
Troubleshoot authorisation
When authorisation fails:
- Close the authorisation popup.
- Refresh the app.
- Select Connect again.
- Confirm that your browser allows popups for Zendesk.
- Confirm that you have permission to configure the integration.
The app may display:
There was an error enabling Zendesk integration. Please try again or contact us.
It may also display:
Unable to verify Zendesk permissions. Please refresh the page.
Refresh the page and try again. If the issue continues, contact Pythia support.
Troubleshoot the initial synchronisation
If the initial macro synchronisation cannot start, the app may display:
Failed to start macro sync. Please try again.
Refresh the app and try again.
If processing still does not start, contact Pythia through the in-app support widget or email hello@pythia.cc. Include:
- your Zendesk subdomain;
- the approximate time of the error;
- the message shown in the app;
- a screenshot of the problem.