Cobrowse.io for Support vs Macros Reporting and Management

Transform your customer and agent experiences with Cobrowse for Zendesk. Deliver quantifiable improvements in CSAT, ASAT, AHT and FCR. Accelerate client onboarding and reduce operational costs with real-time, collaborative browsing sessions. Cobrowse for Zendesk enables agents to seamlessly integrate real-time, personalized support across omnichannel engagements. It can augment Zendesk Chat or Zendesk Talk or serve as a point of escalation if customers cannot self-serve using Zendesk Guide, delivering a differentiated customer experience across multiple touchpoints. Provide real human guidance within your Zendesk platform, and deliver a frictionless customer experience across web and mobile platforms. Flexible session initiation options allow customers to engage in a manner that suits them, helping to build trust. Data redaction by default further adds to compliance and fosters customer confidence. See it for yourself: Free Online Demo Integrating Cobrowse into Zendesk ticketing, messaging and live chat enables agents to elevate complex omnichannel engagements to co-browsing sessions when you need to provide that next level of customer support. The most advanced co-browsing solution A feature-rich agent toolkit, comprising a laser pointer, drawing tool and annotation to provide real-time guidance. The same comprehensive suite of tools used for web and mobile browsing is available across native mobile apps. Private by default, all customer data can be redacted automatically unless specifically added to the allowed list. Universal co-browsing enables agents to follow customers throughout their digital journey, even if they navigate to third-party content. A range of flexible session initiation options, including 6-digit codes, one-click connect and push notifications, are available to suit your customers' preferences. Access session replays for a full audit trail of every action taken during a co-browsing session for mediation, compliance or performance improvement. Agent-present mode allows agents to share content from approved web or mobile applications directly with customers, boosting customer understanding and adoption. Extend support for remote devices beyond in-app troubleshooting with optional full-device screen sharing. For mobile users, enhanced troubleshooting is possible thanks to mobile camera share. Users can share a live feed from their mobile to improve communication and accelerate issue identification and resolution. Cobrowse flexibility extends to deployment. Customers can choose to use Cobrowse in the cloud, self-host in their own cloud, run in an on-premises data center or deploy to air-gapped protected networks. Privacy Policy: https://cobrowse.io/privacy

Manage, audit, and improve your Zendesk macros Macros Reporting and Management gives Zendesk admins and CX leaders one place to understand macro performance, organize large macro libraries, track changes, and safely recover from mistakes. Turn reporting insights into action without relying on spreadsheets, one-by-one edits, or custom scripts. Manage your macro library at scale With Macros Management, you can: Find and organize macros quickly across brands, groups, categories, status, usage, labels, and other attributes. Bulk edit macros to update titles, access, status, and multiple macro actions in one controlled flow. Bulk reorder macros across multiple pages, with filters applied, instead of rearranging macros one at a time. Save the current table setup as custom views, or use predefined views to find unused, low-impact, outdated, or recently changed macros. See exactly when each macro was last used. Use custom labels to mark macros for review, cleanup, approval, or deprecation. Activate, deactivate, label, delete, and update macros in bulk. Export macros for audits, cleanup projects, backups, or large-scale reviews. Keep deleted macros visible for review instead of losing their context immediately. Track every change with macro history See how each macro has changed over time with a clear, readable history. Review when a macro was created, updated, reordered, deleted, restored, or rolled back. See who made the change and whether it came from Zendesk or Macros Reporting and Management. Compare changes to comments, tags, ticket fields, access rules, status, and other macro actions. Add an optional reason when making changes through the app. Keep a reliable audit trail for governance, troubleshooting, and internal reviews. Recover deleted macros and roll back changes Fix mistakes without losing visibility into what happened. Restore a deleted macro as a new Zendesk macro, with validation and a preview before anything is created. Navigate between the original deleted macro and its restored copies. Roll back an existing macro to any earlier version while keeping the same Zendesk macro ID. Preview the exact changes before rollback, including comments, tags, ticket fields, title, access, and active state. Preserve the full history chain — rollback creates a new latest version instead of removing newer history. Built-in safety checks prevent stale updates, duplicate submissions, invalid references, and unsafe retries. Understand macro performance and adoption Use detailed reporting to identify productivity gaps and improve how agents work with macros. Discover usage trends and adoption patterns across teams and agents. Spot cherry-picking and identify knowledge gaps through agent-level macro usage. Find unused or underused macros and prioritize cleanup. Identify high-impact macros that need attention based on One-Touch Rate and Satisfaction Rate. Drill into individual macros to understand their performance in more detail. Connect reporting data directly to management actions. Macros Management, macro history, deleted-macro recovery, and rollback are available as part of the Pro plan. Reporting capabilities are available on other paid plans; advanced management and versioning features require Pro. Getting started Start with a free 14-day trial. No credit card required. Cancel by uninstalling the app. Get 50% off your first month. Restrict access to specific Zendesk groups or roles (see how here). Macros Reporting and Management uses pay-as-you-go billing. Pricing details: https://pythia.cc/pricing/report Privacy Policy | Terms of Service