BeyondTrust Remote Support vs Macros Reporting and Management

Simply locate the BeyondTrust Remote Support app in the Zendesk Apps Marketplace (Admin > Apps > Marketplace) and click Install. Settings for the app include (required settings in bold text): Title – Name of the app provided in upload step; can be overridden here Hostname – Hostname of the BeyondTrust Remote Support appliance Issues – A list of issues from which an end-user can choose when using the ‘Get Support Now’ button to start a chat session. These should be entered one per line in the format issuecode=IssueName where issuecode is the issue code configured for the issue in the Remote Support appliance /login interface and IssueName is the user-friendly name that will be displayed to the end-user in the dropdown list. Jumpoints – A list of Jumpoints configured for the Remote Support appliance from which an agent can choose entered one per line. Allow Jump-To Pinned Client Session – Determines whether jump method is available to agents Allow Push and Start Local Jump Session – Determines whether jump method is available to agents Allow Push and Start Remote Jump Session – Determines whether jump method is available to agents (if enabled, requires at least one Jumpoint to be entered) Allow Remote Desktop (RDP) Session – Determines whether jump method is available to agents (if enabled, requires at least one Jumpoint to be entered) Allow Remote Console Session – Determines whether jump method is available to agents (if enabled, requires at least one Jumpoint to be entered) Enable role restrictions – This is a standard Zendesk app setting that allows you to customize which (agent) roles will see the UI elements provided by the app Once the app is installed and configured, you should see the UI elements (buttons) in the appropriate section when viewing an existing ticket or creating a new ticket. The final portion of the app is for end-users and must also be configured by an administrator. Just as with the Generate Session Key and Jump buttons, when viewing a ticket administrator users will see an additional button labelled Customize Help Center. Clicking the button will open a modal dialog with instructions for editing the current theme to add the support button to ticket views for end-users. When clicked, a chat support session tied to the selected ticket will be started and routed to the appropriate team based on the issue selected by the user prior to clicking the button.

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