Question
I am reporting on WhatsApp channel ticket data using the Analytics updates history dataset. Why are updater name and updater role attribute values missing for WhatsApp tickets?
Answer
The updater name and Updater role fields may be missing for WhatsApp tickets in the Analytics Updates history dataset, and public end user comments may appear as internal comments. Analytics datasets do not record every individual message from messaging channels like WhatsApp as a separate update. Here’s how messaging behavior for messaging channels such as WhatsApp works:
- After a WhatsApp conversation session ends, Zendesk combines all messages into a single public or internal comment transcript and adds it to the ticket.
- When the system adds the transcript to the ticket, it does not attribute the update to a specific agent or end user.
- The updater name and updater role fields may appear blank or display system-generated values.
Public end-user comments appear as internal
You can manage messaging transcript visibility to control whether a transcript is added as a public reply or an internal note. However, Explore may sometimes misclassify public comments from end users as internal notes or internal notes as public comments. This is a known limitation in how WhatsApp and messaging channels are processed in the current analytics datasets.
Important notes
- This behavior is expected and aligns with the current design of Explore’s datasets for messaging channels, reflecting how messaging data is processed.
- While the Messaging dataset provides more detailed messaging traffic data, it currently shows only the ticket assignee rather than the exact sender of each WhatsApp message.
- This behavior extends to other messaging channels, including web, mobile, and social messaging channels.
For more information, see the article: Messaging reporting in Zendesk Agent Workspace.