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Why is messaging still inferior to chat when you urge everyone to use messaging?
Posted Aug 30, 2024
REQUEST: Messaging Needs Live Dashboard Metrics
Almost every article in the Zendesk help site advises that Chat is going to be deprecated, and users are STRONGLY and REGULARLY urged to move to messaging. Since we had neither in place, we took this advice and have moved forward with messaging.
This seems to have been a mistake.
It seems if you use messaging (not chat) you will love some features and functionality.
Case in point - EVERY METRIC in the dashboard shows this warning: “This Section Doesn't Apply To Messaging”.
In a prior org, we had Chat deployed and these views/dashboards were absolutely *critical* to the operation of our org.
I'm “blind” without them, and the suggestion to use "explore" (reporting) is not sufficient.
If you are driving people to use messaging, I would expect that an out of box experience should “just work”.
I should not have to “Learn about how messaging impacts Chat” and make concessions to make the promoted feature work.
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2 comments
Rusty Wilson
Although I didn't find this infor in any help document, I did stumble across this in Explore: “Live data (including Messaging)”
This looks like it might be an acceptable replacement for the dashboards I mention above - but I have 2 questions:
1. Why isn't this just implemented in the main interface - it's cumbersome to have to go to Explore to get live, operational metrics
2. How “live” is this data? The chat dashboards are realtime - is the explore dashboard also real-time, or is it “near real time”
Thanks.
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Shawna James
Hey Rusty,
Thank you for taking the time to provide us with your feedback. I don't have answers to your question at this time but this has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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