How do I report on messaging conversations?

Question

How do I report on chats in messaging if they don’t end? How do I analyze my messaging tickets? How do I analyze conversations in messaging?

Answer

When creating and viewing reports on messaging conversations it is important to remember that messaging allows for persistent conversations. Wait to report on messaging conversations that are closed due to system ticket rules or add live data widgets to your dashboard to see near-real-time reports.

Report on messaging using the following dashboards or create your own:

1. Open the product tray.
2. Click the Explore icon.
3. Click the Dashboard icon.
4. Select your preferred dashboard:
   1. The Zendesk Messaging dashboard.
   2. The Explore Live data dashboard
   3. The Zendesk Support dashboard.

Remember: In contrast to messaging, live chat sessions are ended by visitors or agents, and your chat activity is analyzed differently on your Chat dashboard.

For more information, see the article: Metrics and attributes for Zendesk messaging.