Messaging reporting in Zendesk Agent Workspace

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6 Comments

  • Joe(test)

    Messaging Reports are so bad, especially compared to Zendesk Chat

    1. At any time, like out of Schedule, the request chat will be assigned to Agents: So bad. It should be like Zendesk Chat. When out of Schedule, if the customer wants to request Agent Staff service, we only should let him leave messages and email account or hotline number. 

    2. No first reply time and average reply time: So bad. In Zendesk Chat, we can get the first reply time and average reply time. Why do we need this data? It is a very important KPI for us to evaluate the service quality

    3. No Attachment feature: So bad. Zendesk Chat supports to send attachments. However, it is unsupported by Messaging. I think we should provide this option when agent staff starts to serve customers

    4. Request Personal Info when customers requesting Service Staff: Sometimes, customers will leave due to some reasons like the poor network. If the customer can leave their personal info like Email account, we can follow up even though the chat is missed. 

     

    So bad!!!

    6
  • CJ Johnson

    I feel like the last section is missing some steps. So you have the Dashboard open, now what do you actually do to see the reporting for Messaging? No tabs are called Messaging in the image below. 

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  • Dave Dyson
    Zendesk Community Manager

    Hi CJ, fair point! The screenshot shows this, but we should include it in the text instructions as well – select Messaging from the Ticket Channel dashboard filter dropdown.

    -1
  • CJ Johnson

    Actually, Dave, the screenshot doesn't. The screenshot pretty specifically shows a dropdown where we can see Messaging is not even an option, so maybe you want to fix that too. 

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  • Lisa Kelly
    Zendesk Documentation Team

    Thanks,CJ Johnson!
    Actually this article applies to all types of messaging (social messaging and Zendesk Messaging). We updated the article to include selecting a messaging type from the drop-down and added Zendesk Messaging as an option. 

    0
  • Dave Dyson
    Zendesk Community Manager

    @... Shoot! That'll teach me not to zoom in on a screenshot that looks vaguely enough to what I see when I go to the product. Thanks again.

    0

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