Analyzing your messaging tickets

Zendesk Explore features a prebuilt dashboard to help you monitor your agent performance and customer satisfaction across all messaging channels, including web, mobile, and social messaging channels. The Messaging dashboard can help you analyze information about the number of messaging tickets, resolution times, satisfaction, and more.

Tip: You can edit and customize the Zendesk Messaging dashboard by cloning it (see Cloning dashboards). If you need something more complex, you can write your own reports using a wide range of metrics and attributes. For details, see Creating reports.

This article contains the following topics:

• Accessing the Zendesk Messaging dashboard
• Understanding the Zendesk Messaging dashboard reports

Accessing the Zendesk Messaging dashboard

Use the following procedure to access the Zendesk Messaging dashboard.

To access the dashboard

1. In Explore, click the Dashboard icon ().
2. From the list of dashboards, click the Zendesk Messaging dashboard.

Understanding the Zendesk Messaging dashboard reports

The Zendesk Messaging dashboard contains the following tabs:

• Overview tab
• Efficiency tab
• Assignee activity tab
• Unsolved tickets tab

All reports in this dashboard use the Zendesk Chat > Messaging tickets dataset. For details about the dataset, see Metrics and attributes for Zendesk messaging.

Note: Data is available only from September 20, 2022 and after.

Note: The information in Explore dashboards is updated on a schedule. The schedule depends on which Explore plan you are using. For details, see Data refresh intervals for Explore reporting.

Overview tab

The Overview dashboard shows information about the number of messaging tickets, resolution times, satisfaction, and more. You can filter the reports by time, ticket group, ticket brand, ticket channel, and ticket priority.

To open the Overview dashboard tab

1. In Explore, click the Dashboard icon ().
2. From the list of dashboards, click the Zendesk Messaging dashboard.
3. Click the Overview tab.

Overview tab headline metrics

This tab displays the following headline metrics (KPIs) for the time range you specify:

• Messaging tickets: The total number of messaging tickets created.
• Unsolved tickets: The number of messaging tickets created that are in the New, Open, Pending, and On-hold statuses.
• Solved tickets: The number of messaging tickets created that are in the Closed and Solved statuses.
• One-touch tickets: The percentage of messaging tickets that were solved in the first interaction, determined by transitioning from Open to Solved, without going through Pending or On-hold.
• Full resolution time: The median time between when a ticket was created and when it was last resolved.
• Satisfaction score: The percentage of messaging tickets rated as good from the total number of rated tickets.

Overview tab reports

This tab displays the following reports for the time range and data filters you specify:

• Messaging tickets created by hour: The percentage of messaging tickets that were created during each hour of the day, on average.

  

• Average messaging tickets created by weekday: The number of messaging tickets that were created during each weekday, on average.

  

• Messaging tickets created by date: The number of messaging tickets created during the last month, including the proportion of those that were solved.

  

• Messaging tickets by selected attributes (top 10): The percentage of messaging tickets split by the values of the following attributes: Ticket brand, Ticket channel, Ticket group, and Ticket priority. If an attribute has more than 10 possible values, only the top 10 are shown.

  

• Messaging tickets created by month/year: The number of messaging tickets created during each month, with different years broken out into different lines on the graph.

  

Efficiency tab

The Efficiency dashboard shows information about how quickly your agents reply to and resolve messaging tickets from customers. You can filter the reports by time, ticket group, ticket brand, ticket channel, and ticket priority.

To open the Efficiency dashboard tab

1. In Explore, click the Dashboard icon ().
2. From the list of dashboards, click the Zendesk Messaging dashboard.
3. Click the Efficiency tab.

Efficiency tab headline metrics

This tab displays the following headline metrics (KPIs) for the time range you specify:

• Median first reply time: The median time between when a messaging ticket was first created and when an agent first replied.
• Median reply time: The median time that it took for an agent to reply to an end user.
• Median time to resolution: The median time between when a messaging ticket was created and when it was last resolved.
• Median assignment to first reply: The median time between when a messaging ticket was last assigned to an agent and when the agent first replied.

Efficiency tab reports

This tab displays the following reports for the time range and data filters you specify:

• First reply time brackets: The percentage of messaging tickets that had a first reply within each of the predefined time brackets.

  

• Median reply time brackets: The percentage of messaging tickets for which the agent median reply time falls within each of the predefined brackets, shown as a column graph.

  

• Median time to first resolution brackets: The percentage of messaging tickets that had a first resolution time within each of the predefined time brackets.

  

• Full resolution and average reply time median over time: The daily median number of minutes it took for a ticket to be fully resolved and the daily median number of minutes it took for an agent to reply to an end user, shown as two separate lines on the graph.

  

• Median reply time brackets: The percentage of messaging tickets for which the agent median reply time falls within each of the predefined brackets, shown as a pie chart.

  

Assignee activity tab

The Assignee activity dashboard shows information about agent performance and includes reports on reply times, resolution times, number of one-touch tickets, satisfaction ratings, tickets solved, and more. You can filter the reports by time, ticket group, ticket brand, assignee name, ticket channel, and ticket priority.

To open the Assignee activity dashboard tab

1. In Explore, click the Dashboard icon ().
2. From the list of dashboards, click the Zendesk Messaging dashboard.
3. Click the Assignee activity tab.

Assignee activity tab headline metrics

This tab displays the following headline metrics (KPIs) for the time range you specify:

• Assignment to first reply: The median time between when a messaging ticket was first assigned to an agent and when the agent first replied.
• Median reply time: The median time that it took for an agent to reply to an end user.
• Median time to resolution: The median time between when a messaging ticket was created and when it was first resolved.
• Messaging tickets: The total number of messaging tickets created.
• One-touch tickets: The percentage of messaging tickets that were solved in the first interaction, determined by transitioning from Open to Solved, without going through Pending or On-hold.

Assignee activity tab reports

This tab displays the following reports for the time range and data filters you specify:

• Good vs. bad satisfaction tickets: The percentage of tickets with a satisfaction rating of Good compared to the percentage of tickets with a satisfaction rating of Bad.

  

• Median reply time brackets: The percentage of messaging tickets for which the agent median reply time falls within each of the predefined brackets.

  

• Satisfaction vs. median time to first resolution: The daily satisfaction score, first resolution time, and requester wait time (the time it took for an agent to reply to an end user), shown as three separate lines on the graph.

  

• Assignee activity: A table showing the ticket, satisfaction, reply time, and resolution time metrics for each agent or group.

  

Unsolved tickets tab

The Unsolved tickets dashboard shows information about your unsolved tickets, including how many are unreplied to, how old the tickets are, what status they’re in, who has the most unsolved tickets, and more. You can filter the reports by ticket group, ticket brand, ticket channel, and ticket priority.

To open the Unsolved tickets dashboard tab

1. In Explore, click the Dashboard icon ().
2. From the list of dashboards, click the Zendesk Messaging dashboard.
3. Click the Unsolved tickets tab.

Unsolved tickets tab headline metrics

This tab displays the following headline metrics (KPIs) for the time range you specify:

• Unsolved messaging tickets: The number of messaging tickets that are in the New, Open, Pending, or On-hold status.
• New and open tickets: The number of messaging tickets that are in the New or Open status.
• Unreplied unsolved tickets: The number of tickets that are in the New, Open, Pending, or On-hold status that don’t have an agent reply.
• Tickets age median: The median time since a ticket in the New, Open, Pending, or On-hold status was created.

Unsolved tickets tab reports

This tab displays the following reports for the time range and data filters you specify:

• Unsolved messaging ticket by status: The percentage of messaging tickets in the New, Open, Pending, and On-hold statuses, broken out by ticket status.

  

• New and open messaging ticket by assignment status: The percentage of tickets in the New and Open status that have been assigned compared to those that have not been assigned.

  

• Unsolved messaging tickets by selected attributes: The percentage of messaging tickets in each ticket status, split by the values of the following attributes: Ticket brand, Ticket channel, Ticket group, and Ticket priority. If an attribute has more than 10 possible values, only the top 10 are shown.

  

• Unsolved messaging tickets created by month: The number of messaging tickets in the New, Open, Pending, and On-hold statuses that were created each month.

  

• Unsolved messaging tickets: The number of messaging tickets in the New, Open, Pending, and On-hold statuses and the median age of those tickets assigned to each agent or group.