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Customer Excellence Apps for Zendesk

Advanced Reporting

Macros Reporting: gain insights into your customers' pain points

Automatically receive key insights about your business from your customer service teams. Use these insights to quickly address customer pain points.

Analyze Trends

Analyze Trends

Analyze overall macro usage trends to understand team productivity and factors affecting your customer satisfaction score (CSAT)

Track Usage

Track Usage

Track usage per macro to ensure knowledge assets are up to date and to know when to deactivate outdated macros

Close Gaps

Close Gaps

View individual macro usage per agent to close any knowledge gaps

Explore macro usage trends over time

  • Detailed view

    Investigate macro performance by day, week or month

  • Filtering

    Use advanced filters by time period, brand, agent, group or ticket form

  • Export

    Download your report as a CSV file in a user-friendly table view

Usage Trends

See how it works

Our short video will show you the basics of how the Macros Reporting works inside the Zendesk platform

Track macro usage and performance per agent

  • Dimensions

    View macro stats broken down by brand, group, agent or ticket type

  • Heatmaps

    See spikes and trends over time with heatmap tables

  • Totals

    See columns and rows totals to compare any parameters

Usage Performance

Understand macro usage patterns

  • Macros

    View macro usage on an individual level

  • Top 20

    See Top 20 macros usage in the heatmap table

  • Full export

    Download complete list of macros for deeper analytics of usage

Usage Patterns

Starting from $75

for up to 5 000 tickets/month

Frequently Asked Questions

Find answers to the most commonly asked questions right here. Or contact us if you have something more specific.

  • How many days in the past do you cover?

    By default, we get all unarchived tickets from Zendesk which are technically tickets from the last 120 days. The trial covers 5 last days only. Contact us if you want to discuss your custom data import requirements.

  • How do you define the final pricing of Macros Reporting?

    We calculate it based on the average monthly ticket volume in your account which is processed to get reports data.

  • Do you store our comments and customers' data by processing?

    No, we don't store and don't need them for Macros Reporting. We store just events of macros usage and their general attributes.

  • How often do you refresh the data?

    We do automatic syncing every 3 hours or 24 hours (depending on your plan). You can also update the data manually upon request.

  • Who has access to Macros Reporting?

    You can configure access to any agent (check app settings page as you do it for other apps in your Zendesk).

  • We have a lot of tickets and high macros usage. Does your reporting work fast?

    Sure! We have clients with thousands of macros and hundreds of thousands of tickets per month who enjoy our app without any loading issues.

What our customers are saying

Lyn Villanueva
Matthew Brown
Charley Roberts

Lyn Villanueva

Customer Service Lead at Kiss My Keto
“Pythia has been an essential tool for us at Kiss My Keto with responding to customers faster and efficiently. Since using Pythia, we're able to better manage our time and answer more tickets at a given time. It's flexible and very easy to use even for someone who isn't technical. Work has been easier with Pythia.“

Matthew Brown

Customer Solutions Expert at Shelterluv
“Great app to help with automation and reduce time agents spend writing responses. Support has been amazing and helped us improve our internal setup and processes as well as the customer facing aspects of Zendesk. Definitely a must have app!“

Charley Roberts

Support Analyst at Prolific
“Pythia has massively increased efficiency in a completely intuitive way. Not only is responding to queries easier and quicker, but it's greatly improved the onboarding of new team members getting used to finding the information they need among a large number of macros.“
Advanced Reporting

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