This article describes the basics of the Explore reporting options for social messaging in the Zendesk Agent Workspace.
This article contains the following topics:
About social messaging reports
Social messaging reports are available on the Support dashboard in Zendesk Explore. For more information, see Overview of the Zendesk Support dashboard.
Your account can leverage metrics associated with Tickets in the Support dashboard and filter it by one or more social messaging channels.
Key metrics include:
- Estimate staffing - Volume of tickets created per channel, per group, per time period
- Monitor team’s performance - Number of tickets solved, Time to resolution
There are some limitations for social messaging reporting. See Limitations for details.
Viewing social messaging reports
Explore offers a pre-built dashboard that displays your Zendesk Support data. On the Support dashboard, you can filter metrics by social messaging channel.
- In any product, click the Zendesk Products icon () in the top bar, then select Explore.
- In the Dashboards list, select Zendesk Support.
Metrics such as First reply time, Unreplied tickets, % One-touch, Two-touch solves, Comments (all user types), and Agent updates consider only email replies on the ticket.