GitLab by Git-Zen vs Macros Reporting and Management

GitLab by Git-Zen When a customer-reported bug lands in Zendesk, your GitLab team should be able to act on it immediately, and your support team should see every update without leaving Zendesk. Git-Zen connects both tools so the handoff is automatic, in both directions. How It Works From a Zendesk ticket, agents can: * Create a new GitLab issue in one click, with labels, milestones, assignees, and your existing issue templates * Link an existing GitLab issue to the ticket * See issue updates, commits, and comments appear automatically in the ticket timeline From GitLab, developers can: * Reference a Zendesk ticket number in a commit message. The commit and affected files appear in the ticket automatically * Leave issue comments that flow into Zendesk as public or private notes No GitLab account needed for support agents. No Zendesk access needed for developers. Key Features Create GitLab issues from Zendesk: File bugs and feature requests with labels, assignees, milestones, and weight set at creation time Commit tracking: Commits that reference a ticket appear inside Zendesk with the files they touched Epics support: Link Zendesk tickets to GitLab epics Two-way comment sync: GitLab comments appear in Zendesk; ticket comments post to GitLab Custom issue templates: Use your existing GitLab templates when creating issues from Zendesk Multiple issues per ticket: Link as many GitLab issues as needed to one ticket Auto-tagging: Zendesk tickets are automatically tagged when linked or when an issue is closed Role-based permissions: Control which agents can create or modify GitLab issues Simple per-agent pricing: $4 per Zendesk agent, per month. Unlimited tickets and integrations. Free trial included. Works with GitLab.com. Self-hosted GitLab instances are not currently supported. Security & Data Disclosure Git-Zen relays data between Zendesk and GitLab in real time: ticket subject, description, and comments are read from and written to your Zendesk account, and corresponding issue data (title, description, status, assignee, labels, and comments) is read from and written to your GitLab account, to keep both systems in sync. We store your OAuth access tokens (encrypted) and account configuration (connected GitLab account/workspace, sync settings, field mappings) on Git-Zen servers so we can act on your behalf. We do not separately retain ticket or issue content on our servers -- sync state is written back into a private custom field on the Zendesk ticket itself. Authentication uses OAuth 2.0 for both Zendesk and GitLab. For more information, visit https://www.git-zen.com

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