Quick Audit gives you an initial overview of your Zendesk macro library after the first synchronisation finishes.
It highlights basic usage patterns and gives you a direct way to start reviewing active macros that have not been used recently.
When Quick Audit appears
After you connect Macros Reporting and Management, Pythia synchronises and analyses your Zendesk macros.
When the initial analysis is complete, the app displays the Your macro library audit is ready window.
The first analysis usually takes 1–3 minutes. You can leave the app while it runs, and Pythia sends an email when your macro insights are ready.
Understand the Quick Audit results
Quick Audit shows:
- the total number of macros in your library;
- macros not used in the last 30 days;
- actively used macros;
- macros generating the most replies.
Use these results as a starting point rather than an automatic cleanup recommendation.
A macro with no recent usage may still be required for:
- seasonal requests;
- uncommon escalations;
- emergency procedures;
- specialist teams;
- workflows that occur less frequently than every 30 days.
Review a macro’s purpose, access, content, and history before changing its status.
Review unused macros
Select Review unused macros to open Macros Management.
The app applies filters for macros that are:
- active;
- not used in the last 30 days.
This lets you review the relevant macros without manually recreating the filters.
Decide what to do with unused macros
For each macro, consider whether it should be:
- kept active;
- deactivated;
- labelled for later review;
- updated;
- moved to another category;
- deleted.
Deactivation is generally safer when you are uncertain. It removes the macro from active use without deleting it from Zendesk.
Deletion removes the macro from Zendesk, although Macros Reporting and Management keeps a deleted record and its history for later review or restoration.
Use labels for a staged cleanup
You do not need to make every decision during the first review.
Use custom labels such as:
Needs review;Owner required;Outdated;Candidate for deactivation;Candidate for deletion.
You can then filter by those labels or save the current table setup as a custom view.
Review macros in bulk
After confirming which macros need the same action, select them in the Management table and use the bulk actions panel.
Depending on the intended cleanup, you can:
- activate or deactivate macros;
- add or remove labels;
- bulk edit supported fields and actions;
- delete macros.
During the trial, bulk operations are subject to the general limit of 20 operations.
Continue beyond the first audit
Quick Audit is intended to help you begin. For a broader review, use Management filters, saved views, labels, exports, macro history, and reporting data.
Useful follow-up checks include:
- inactive macros that may no longer be needed;
- deleted macros that may require restoration;
- macros with low usage over a longer period;
- recently changed macros;
- macros with weak One-Touch Rate or Satisfaction Rate;
- uneven adoption between agents or teams.