Limitations for Messaging reporting in Agent workspace



  • Official comment
    Prakruti Hindia
    Zendesk Product Manager

    Hi there, 

    Thank you for writing in. Addressing these limitations and providing additional metrics for messaging are on the roadmap. 

    Having said that, we have a fix for surfacing correct First Reply Time for messaging. If you are interested, I will create a ticket for you to discuss it further. 

    - Prakruti

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