Introduction

Tags play an important role in organizing and categorizing macros, which makes analyzing and filtering data in Zendesk Explore easier.
This blog encapsulates the process of adding tags to macros and generating reports to analyze those tags.

Getting Started!

For this specific blog we'll be using the example of a macro when the ticket is on hold for about 2 days.

Step 1: Adding Tags to Macros.

1. Navigate to the Admin Center:
   • Login to your account and head to the Admin Center and click on the Workspaces icon in the sidebar.

https://www.zendesk.com/login/

• Under the Agent tools section, select Macros.

2. Create or Edit a Macro:

   • To create a new macro, click Create macro.
   • To edit an existing macro, select it from the list.
     

3. Add Tags to the Macro:

   • On the macro editing page, click Add action.
   • From the drop-down list, select Add tags.
   • Enter the desired tag(s) in the text box. If you’re adding multiple tags, separate them with spaces.
     

4. Save Your Changes:

   • Once you’ve added the tags, click Create for new macros or Save for existing ones.

Step 2: Applying the Macro.

Once you've created the macros apply them to the tickets in order to check how they actually work.

1. Open Support:

   • Navigate to Support and click on the Add Ticket icon.
     

2. Apply the Macro:

   • You can either create a new ticket or add the macro to the existing ticket.
     

Step 3: Generating a Report for Macro Tags in Explore.

When tags are added to the existing or newly created macros, you can head to explore section and create a report to analyze it.
Follow the steps listed out below!

1. Open Explore:

   • Navigate to Explore and click on the Reports icon.
     

2. Create a New Report:

   • In the Reports Library, click New report.
     
   • On the Select a dataset page, choose Support - Tickets and click Start report.
     

3. Add a Metric:

   • In the report builder, add a metric to measure the data. For this example, we’ll measure the number of tickets:
     • Under the Metrics list, select Tickets.
     • Click the + button to add it to the report. This will add the Tickets - Count data.
       

4. Add Attributes:

   • Attributes help you organize your data. Add the following attributes:
     • Ticket ID: Select Ticket ID from the Attributes list, click the + button, and choose Add to Rows. This generates a table of ticket IDs.
       
     • Ticket Tags: Similarly, find Ticket tags, click the +button, and choose Add to Rows.
       

5. Filter by a Specific Tag:

   • To focus on tickets with a specific tag:
     • Click the + button next to Ticket tags and select Add to Filters.
       
     • Choose the tag you want to filter by (e.g., on_hold_48) and click Apply.
       

6. Run the Report:

   • After applying the filters, click Run report.
   • This will generate a list of all tickets associated with the selected tag.
     

Conclusion

By adding tags to macros and generating reports in Explore, you can efficiently organize your macros and analyze ticket data based on those tags.
This process simplifies tracking and enhances data-driven decision-making.
Start tagging your macros today and unlock the potential of Explore reports!