Macros Reporting helps you understand how macros are used, where adoption is strong or weak, and how individual macros affect ticket outcomes.
The reporting area includes three pages:
- Overview
- Usage
- Performance
Management appears in the same app navigation, but it is a separate macro inventory and governance area rather than a reporting dashboard.
Overview
Overview is the landing page when you open Macros Reporting and Management.
It gives you a high-level summary of recent macro activity and highlights areas that may need attention.
The page includes:
- Total macros used
- Avg. macros per ticket
- Macro Library Health
- Replies w/ macros
- One-touch rate
- Satisfaction rate
- What needs attention
- Top used macros
- Top agents
Total macros used
Total macros used shows the total number of recorded macro uses in the Overview reporting period.
A small trend chart shows how the result has changed over time.
Avg. macros per ticket
Avg. macros per ticket shows the average number of macros used per ticket.
This can help identify workflows where agents regularly apply several macros to the same ticket.
Macro Library Health
Macro Library Health compares actively used macros with unused active macros.
The card shows:
- the percentage of macros that are actively used;
- the number of actively used macros;
- the number of unused macros;
- a general health label.
Select Review unused macros to open Management with a prefilled search for active macros that have not been used recently.
Use this result as a starting point rather than an automatic deletion recommendation. Some macros may be seasonal, specialist, or intended for uncommon situations.
Replies with macros
Replies w/ macros shows the share of replies associated with macro use.
Use it to understand how often macros contribute directly to agent responses.
One-touch rate
One-touch rate represents the ability of macro-assisted interactions to resolve tickets in one reply.
A higher rate can indicate effective responses or workflows, but some ticket types naturally require several replies.
Satisfaction rate
Satisfaction rate shows the CSAT result associated with macro use.
Use the Performance dashboard to investigate Satisfaction Rate for individual macros and review the underlying Good and Bad rating counts.
What needs attention
The What needs attention section highlights notable patterns, such as:
- a macro with a low One-Touch Rate;
- a macro used repeatedly in a short period;
- a macro with a strong Satisfaction Rate;
- a significant increase in usage.
These recommendations are intended to guide investigation.
Use the Performance dashboard for detailed macro metrics and Drill-In analysis.
Top used macros
Top used macros lists the macros with the highest recent usage.
The list includes:
- macro title;
- usage count;
- a small CSAT trend.
Select a macro when you need to open it in Zendesk.
Top agents
Top agents lists the agents with the highest macro usage.
The list includes:
- agent name;
- usage count.
Select an agent when you need to open the corresponding Zendesk user.
Usage
The Usage dashboard focuses on volume and adoption.
Use it to understand:
- when macros are used;
- which agents use them;
- which groups, brands, and ticket forms are associated with usage;
- how usage changes over time;
- which individual macros are used most often.
The page contains charts and heatmaps rather than KPI cards.
Performance
The Performance dashboard focuses on outcomes.
Use it to review:
- macro usage count;
- One-Touch Rate;
- Satisfaction Rate;
- macro-level trends;
- ticket-level usage through Drill-In.
Performance is available on the Advanced and Pro plans.
Management
Management is used to organise and govern the macro library.
It supports:
- search and filtering;
- custom views;
- labels;
- exports;
- bulk editing;
- activation and deactivation;
- deletion;
- reordering;
- macro history;
- restore and rollback.
Management is available on the Pro plan.
Trial access
Trial users can access the reporting pages while the subscription is in the trial period.
Current trial restrictions include:
- Usage heatmap charts are locked;
- the Performance table shows only the first five rows;
- Performance CSV export is unavailable;
- some Management bulk operations are limited.
The first Usage timeline remains available during the trial.
Reporting data and synchronisation
The Overview page is based on macro data from the last seven days and is updated approximately every three hours.
The page displays this note:
This report is based on the macro data from the last 7 days and is updated approximately every 3 hours. For the real-time data, check the Usage and Performance pages.
During the first synchronisation, the app may display:
We’re scanning your macro usage and preparing your first insights. This usually takes 1-3 minutes. We’ll email you when your macro insights are ready.
Recent activity may take additional time to appear.
Active, inactive, and deleted macros
Management explicitly supports active, inactive, and deleted macro inventory.
The exact lifecycle inclusion rules for Usage and Performance are handled by the reporting backend and are not exposed as a report filter.
Macro Library Health specifically links to unused active macros in Management.
Move from reporting to action
Overview provides a direct Management action through Review unused macros.
Quick Audit provides a similar path after the initial synchronisation.
Usage and Performance results generally do not open directly into filtered Management views. Use their findings to guide a separate search or filter in Management.