How to report on Zendesk messenger?


  • Gab Guinto
    Zendesk Customer Care
    Hi Rachel,
    You can check out this article to see what reporting options are available in Explore for Messaging:  Messaging reporting in Zendesk Agent Workspace. There are, however, limitations with the data from Messaging channels. Per that doc:

    Metrics such as First reply time, Unreplied tickets, % One-touch, Two-touch solves, Comments (all user types), and Agent updates consider only email replies on the ticket.

    We continue to work to further improve the reporting options for conversations from Messaging channels. Hopefully, these will be ready for rollout soon. Thanks Rachel!

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