Macros underutilization is the main productivity killer in Zendesk. With optimized macros usage and performance, you can increase your CS productivity to a great extent – and drive CSAT and sales growth as a result.

With Macros Reporting by Pythia you get the most comprehensive analytics on how macros are used across your Zendesk brands, groups, agents, and *ticket forms. Also, you can analyze macros performance using metrics like One-Touch Rate (the ability of the macro to solve a ticket in one reply) and Satisfaction Rate (likeability of making customers satisfied with a reply).

Macros Reporting is available in Basic (starting from $50/mo) and Advanced (starting from $75/mo) plans. See full pricing details here: https://pythia.cc/pricing/report.

Looking for advanced macros management? Check Advanced Macros by Pythia.
Looking for advanced shortcuts management? Check Advanced Shortcuts by Pythia.

Key benefits

• Analyze global macros usage trends to understand productivity patterns and CSAT dependencies
• Track usage per macro level to keep knowledge assets up to date (i.e. deactivate outdated macros)
• View individual macros usage by agents to close their knowledge gaps with macros taxonomy
• Find and improve the content of the macros with low One-Touch Rate and Satisfaction Rate

See more details here: https://pythia.cc/products/report.

Getting started

• Enjoy a free 14-day trial to evaluate Pythia's value for your team.
• No credit card required to start the trial.
• Cancel the trial anytime by simply uninstalling the app.
• Restrict access to the app by setting permissions for specific Group(s) or Role(s) (see how here).