We recently launched and built Help Desk macros (100+ and growing) to drive consistency and efficiency across our support team, but there’s currently no out-of-the-box way to report on macro usage or see a historical log of when a macro is applied to a ticket. This is standard across other ticketing service platforms.
It’s important to understand which macros are most/least used, by which reps, and how specific macros impact key metrics like time to close, SLA adherence, and CSAT.
I’ve been provided a workaround to manually edit every macro to “stamp” a custom ticket property or require reps to select a value at close, which would lose us time saved by macros. It would be extremely valuable to have native, reportable fields and events for macro usage (macro name, applied by, applied at) so we can analyze macro performance and adoption directly in HubSpot reporting and service analytics.