Reporting for social messaging (Social Messaging app)

Important: Zendesk is removing the legacy Social Messaging app on April 15, 2023.

If you are using the legacy Social Messaging app, you will need to migrate to Zendesk Agent Workspace and use the improved social messaging experience, as outlined in this announcement.

If you have added social messaging channels to Support using the Social Messaging app, there are no built-in reports to analyze these tickets, however the tickets from each social messaging channel are tagged to identify which channel they come from.

Note: If you've added social messaging channels using Zendesk's messaging capability, see Messaging reporting for Zendesk Agent Workspace.

You can use this tag information in Support views, triggers, and automations. Additionally, you can use the tag information in your Explore custom reports.

Tip: If you use Support with the native Facebook and Twitter integrations, see Understanding ticket channels in Explore for help creating Explore reports.

In this article, you'll learn how to create a Support view that shows tickets from any social messaging channel and an Explore report that shows social messaging tickets from all channels.

This article contains the following topics:

• Understanding social messaging ticket tags
• Creating a view of social messaging tickets
• Creating an Explore report showing social messaging tickets

Understanding social messaging ticket tags

The following tags are added when a ticket is created from a social messaging channel:

• line_support: Include tickets generated by LINE Messenger.
• whatsapp_support: Include tickets generated by WhatsApp.
• wechat_support: Include tickets generated by WeChat.
• messenger_support: Include tickets generated by Facebook Messenger.
• twitter_support: Includes tickets generated by Twitter mentions and direct messages.

Important: Social messaging tags can be manually removed from tickets by agents. If you remove a social messaging tag from a ticket, it will no longer be included in views or Explore reports.

Creating a view of social messaging tickets

In this section, you'll learn how to create a Zendesk Support view showing tickets generated by the social messaging channel you choose.

To create a Support view showing social messaging tickets

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Views.
2. On the Views page, click Add view.
3. On the add a view page, configure the following:
   • View title: Give the view a name like Social messaging tickets.
   • Meet all of the following conditions: Ticket: Status > Is not > Solved.
   • Meet all of the following conditions: Ticket: Status > Is not > Closed.
   • Meet all of the following conditions: Ticket: Tags > Contains at least one of the following > <social messaging tag>. Replace with one of the tags in the Understanding social messaging ticket tags section above. In the example screenshot below, the view will return all tickets from the WhatsApp channel.

     

   For more information about creating views, see Creating views to manage ticket workflow.

4. When you are finished, click Create view.

To open the view

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Views.
2. From the list of views, click More.
3. On the Views page, hover over the Social messaging tickets view you created, then click Open. Support displays all tickets matching the view criteria you created.

In addition to creating views using the social messaging tag information, you can also use the tags as a basis for triggers and automations.

Creating an Explore report showing social messaging tickets

In this section, you'll learn how to create a simple report using Zendesk Explore Professional that lists all of your tickets generated from social messaging channels. You can use this report as a basis to create your own reports that analyze your social messaging tickets further.

To create an Explore Professional report showing all of your social messaging tickets

1. In Zendesk Explore Professional, click the query () icon.
2. In the Queries library, click New query.
3. On the Choose a dataset page, click Support > Tickets > Support: Tickets, then click New query. Query builder opens.
4. In the Metrics panel, click Add.
5. From the list of metrics, choose Tickets > Tickets, then click Apply.
6. In the Columns panel, click Add.
7. From the list of attributes, choose Ticket > Ticket tags, then click Apply. Explore displays the number of tickets for all ticket tags in your instance. Next, you'll filter this to only show the ticket tags associated with social messaging.
8. In the Columns panel, click the Ticket tags attribute you just added.
9. On the Ticket tags property page, choose the following social messaging tags to include in your report. Zendesk Support instances typically use a lot of tags. To make it easier to find the tags you need, use the search box at the top of the Ticket tags property page:
   • line_support: Tickets generated by LINE Messenger.
   • whatsapp_support: Tickets generated by WhatsApp.
   • wechat_support: Tickets generated by WeChat.
   • messenger_support: Tickets generated by Facebook Messenger.
   • twitter_support: Tickets generated by Twitter mentions and direct messages.

   For details about setting up all of these messaging channels, see Using social messaging channels.

   The Ticket tags page will look like the following screenshot:

   

10. When you are finished, click Apply. Explore displays a pie chart showing each channel and the number and percentage of each ticket associated with a social messaging channel.

    

11. Click the query title (by default New query), give the query a descriptive name, then click Save.

For a more detailed version of this procedure and presentation tips for this report, see Explore recipe: Monitoring your social media channels.