Metrics and attributes for Zendesk messaging

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13 Comments

  • Andrei Kamarouski
    Community Moderator
    The Wise One - 2021

    Hey, great to have this dataset finally! 

    I am curious about Wait status attribute (compared to Ticket status). What is the main difference and use cases to use it? 

    Andrei Kamarouski
    Zendesk ExpertPythia AI Co-Founder

    1
  • Prakruti Hindia
    Zendesk Product Manager

    Hi Andrei, 

    Wait is not a new status. It collectively refers to the existing Ticket status - Pending and On-hold. 

    Wait status - Refers to ticket status. Possible values are Pending and On-hold.

    - Prakruti

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  • Lauren Benkov

    Is this dataset also available via the Chat APIs? We're trying to find some of this data in Snowflake and it seems like it is not there. 

    0
  • Gab Guinto
    Zendesk Customer Care
    Hi Lauren,

    I'm afraid these metrics for Messaging aren't available yet via the API. At this time, only the First reply time for messaging can be pulled using the Ticket metrics API. 
    0
  • Lauren Benkov

    Gab Guinto Is there a timeline for this? This is really frustrating to not be able to report on this in Looker with the rest of our data. 

    0
  • Gab Guinto
    Zendesk Customer Care
    Hi Lauren,

    Unfortunately, there is nothing specific that we can share yet at this time. If you have the time, I would suggest that you create a post in out Chat & Messaging topic in the Community to engage with other users with the same needs. Our Product Managers monitor the threads in the Product Feedback sections. It would be helpful if you can provide as much details as possible in your post, like specific datapoints or metrics that you need to pull. Thank you, Lauren!
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  • Lauren Benkov

    Thanks Gab Guinto - just did that!

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  • Andrei Kamarouski
    Community Moderator
    The Wise One - 2021

    Hey, any ETA about adding Agent name attribute to track the agent activities (like messages)on a more granular updates level (deeper than just the Assignee name)?

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  • Gina Guerra

    Hi, can we report on custom ticket fields for messaging tickets (outside of creating a custom attribute based on tags)?

    0
  • Gab Guinto
    Zendesk Customer Care
    Hi Andrei,

    According to the Messaging team, the option to slice the data by user – and not just by ticket assignee – is on the radar of Product. But, I'm afraid we don't have a specific timeline or more details that we can share at this time. 
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  • Gab Guinto
    Zendesk Customer Care
    Hi Gina,

    At this time, the only option to report on custom field data in the Messaging dataset is through the value tags. There are no definite plans yet to make the custom field data available through native attributes in this dataset. If you have time, I would recommend that you start a post in the Product Feedback topic in our community to engage with other users who have similar needs. If the Product team sees that there's high engagement in the thread, then hopefully it will be flagged for future roadmap planning. 
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  • Kelsey Davis

    Our Agents work on tickets from all channels over the course of a shift, so not being able to report on Replies & Solves for all tickets Agents manage in the same report is really crippling for our reporting (as is not having update-oriented metrics & attributes -- Assignee-based reporting completely erases record of an Agent's work if the ticket is passed to another Agent when they turn over shifts, which happens very frequently)

    Without this info in one dataset, we can't report on Agent output performance in Explore & we can't pull it to our database to do so either at this point. Will Messaging Solves & Replies be available in the Ticket + Updates History datasets? Some components of those tickets are available to report on in the Ticket dataset, but not two of the most core metrics for reporting on Agent output performance.

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  • Gab Guinto
    Zendesk Customer Care
    Hi Lauren,

    There are no specific details or timeline that we can share at the moment, but according to our Product team, adding more options to report on agent activity within Messaging conversations are in the radar. I would suggest to start a thread in the Product Feedback topic which the team actively monitors; and if you can, add as much details about your reporting needs in your post.

    Thanks Lauren!
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