Use this article to discover the metrics and attributes you can use to build Explore reports based on your usage of Zendesk messaging. These datasets are also used for the messaging prebuilt dashboard (see Overview of the Zendesk Messaging dashboard).
For more information about how to create reports with Explore, see Creating reports.
Messaging tickets dataset
The Messaging tickets dataset contains metrics and attributes that relate to all messaging channels, including web, mobile, and social messaging channels.
This section lists all the available elements for the dataset. It contains the following topics:
Messaging tickets metrics
This section lists and defines all the Messaging tickets metrics available.
| Metric | Definition | Calculation |
| Messaging tickets | The total number of tickets created from messaging channels. | [Ticket ID] |
| Solved tickets | The number of solved or closed messaging tickets. | IF ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] = "Closed") THEN [Ticket ID] ENDIF |
| One-touch messaging tickets | The number of messaging tickets that were solved in the first interaction, indicated by transitioning from Open to Solved, without going through Pending and On-hold. | IF ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] = "Closed") AND VALUE(Agent replies) > 0 AND NOT([Wait status changed]) AND [Reopens] = 0 THEN [Ticket ID] ENDIF |
| % One-touch messaging tickets | The percentage of messaging tickets that were solved in the first interaction, indicated by transitioning from Open to Solved, without going through Pending and On-hold. | COUNT(One-touch messaging tickets) / COUNT(Solved messaging tickets) |
| Unsolved messaging tickets | The number of unsolved messaging tickets. This includes tickets in every status, except Solved and Closed. | IF [Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed" THEN [Ticket ID] ENDIF |
| Unassigned unsolved messaging tickets | The number of unsolved messaging tickets currently not assigned. | IF [Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed" AND [Assignee ID] = NULL THEN [Ticket ID] ENDIF |
| Assigned unsolved messaging tickets | The number of unsolved messaging tickets that are assigned. This includes tickets in every status except Solved and Closed. | IF [Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed" AND [Assignee ID] != NULL THEN [Ticket ID] ENDIF |
| Unreplied unsolved messaging tickets | The number of unsolved messaging tickets that currently have no agent replies. | IF [Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed" AND VALUE(Agent replies) = 0 THEN [Ticket ID] ENDIF |
| Agent messages | The number of messages sent by an agent. | |
| Agent replies | The number of replies to the messaging ticket by an agent. Replies are messages sent by the agent in response to an end-user message. | |
| Requester messages | The number of messages sent by the requester. | |
| Requester replies | The number of replies sent by the requester. Replies are messages sent by the end user in response to an agent message. | |
| Good satisfaction tickets | The number of messaging tickets with a good satisfaction rating. | IF [Ticket satisfaction rating] = "Good" THEN [Ticket ID] ENDIF |
| Bad satisfaction tickets | The number of messaging tickets with a bad satisfaction rating. | IF [Ticket satisfaction rating] = "Bad" THEN [Ticket ID] ENDIF |
| Rated satisfaction tickets | Messaging tickets that were rated either bad or good by the requester. | IF [Ticket satisfaction rating] = "Good" OR [Ticket satisfaction rating] = "Bad" THEN [Ticket ID] ENDIF |
| % Satisfaction score | The percentage of satisfaction surveys rated good. | COUNT(Good satisfaction tickets) / COUNT(Rated satisfaction tickets) |
| First reply time (sec) | The median duration in seconds between when the messaging ticket was created and the first agent reply on the ticket. | |
| Requester wait time (sec) | The median time in seconds from the end user sending a message and the agent’s response. | |
| Requester wait time average (sec) | The median time in seconds from the end user sending a message and agent’s response. | VALUE(Requester wait time (sec)) / VALUE(Agent replies) |
| Agent wait time (sec) | The median time in seconds from the agent sending a message and the end user’s response. It measures how long agents were waiting for end user replies. | |
| Agent wait time average (sec) | The median time in seconds from the agent sending a message and the end user’s response. It measures how long agents were waiting for end user replies. | VALUE(Agent wait time (sec)) / VALUE(Requester replies) |
| Assignment to first reply (sec) | The median time in seconds from last assignment to the first agent reply. | |
| First reply time (min) | The median duration in minutes between when the messaging ticket was created and the first agent reply on the ticket. | VALUE(First reply time (sec))/60 |
| Requester wait time (min) | The median time in minutes from the end user sending a message and the agent’s response. | VALUE(Requester wait time (sec))/60 |
| Requester wait time average (min) | The median time in minutes from the end user sending a message and the agent’s response. | VALUE(Requester wait time average (sec))/60 |
| Agent wait time (min) | The median time in minutes from the agent sending a message and the end user’s response. It measures how long agents were waiting for end user replies. | VALUE(Agent wait time (sec))/60 |
| Agent wait time average (min) | The median time in minutes from the agent sending a message and the end user’s response. It measures how long agents were waiting for end user replies. | VALUE(Agent wait time average (sec))/60 |
| First resolution time (min) | The number of minutes between when the messaging ticket was created and when it was first resolved. | IF [Ticket ID] != NULL THEN VALUE(First resolution time (min)) ENDIF |
| Full resolution time (min) | The duration in minutes from when the messaging ticket was created to its latest resolution. | IF [Ticket ID] != NULL THEN VALUE(Full resolution time (min)) ENDIF |
| Assignment to first reply (min) | The median time in minutes from the last assignment to the first agent reply. | VALUE(Assignment to first reply (sec))/60 |
| First reply time (hours) | The median duration in hours between when the messaging ticket was created and the first agent reply on the ticket. | VALUE(First reply time (sec))/3600 |
| Requester wait time (hours) | The median time in hours from the end user sending a message and the agent’s response. | VALUE(Requester wait time (sec))/3600 |
| Requester wait time average (hours) | The median time in hours from the end user sending a message and the agent’s response. | VALUE(Requester wait time average (sec))/3600 |
| Agent wait time (hours) | The median time in hours from the agent sending a message and the end user’s response. It measures how long agents were waiting for end user replies. | VALUE(Agent wait time (sec))/3600 |
| Agent wait time average (hours) | The median time in hours from the agent sending a message and the end user’s response. It measures how long agents were waiting for end user replies. | VALUE(Agent wait time average (sec))/3600 |
| Assignment to first reply (hours) | The median time in hours from the last assignment to the first agent reply. | VALUE(Assignment to first reply (sec))/3600 |
| First reply time (days) | The median duration in days between when the messaging ticket was created and the first agent reply on the ticket. | VALUE(First reply time (sec))/86400 |
| Requester wait time (days) | The median time in days from the end user sending a message and the agent’s response. | VALUE(Requester wait time (sec))/86400 |
| Requester wait time average (days) | The median time in days from the end user sending a message and the agent’s response. | VALUE(Requester wait time average (sec))/86400 |
| Agent wait time (days) | The median time in days from the agent sending a message and the end user’s response. It measures how long agents were waiting for end user replies. | VALUE(Agent wait time (sec))/86400 |
| Agent wait time average (days) | The median time in days from the agent sending a message and the end user’s response. It measures how long agents were waiting for end user replies. | VALUE(Agent wait time average (sec))/86400 |
| Assignment to first reply (days) | The median time in days from the last assignment to the first agent reply. | VALUE(Assignment to first reply (sec))/86400 |
| Unsolved tickets age (min) | The duration in minutes between when an unsolved messaging ticket was created and now. | IF [Ticket ID] != NULL AND [Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed" THEN DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_minutes") ENDIF |
| Unsolved tickets time since update (min) | The duration in minutes between an unsolved messaging ticket’s last update and now. | IF [Ticket ID] != NULL AND [Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed" THEN DATE_DIFF(NOW(), [Ticket updated - Timestamp], "nb_of_minutes") ENDIF |
| Unsolved tickets age (hours) | The duration in hours between when an unsolved messaging ticket was created and now. | IF [Ticket ID] != NULL AND [Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed" THEN DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") ENDIF |
| Unsolved tickets time since update (hours) | The duration in hours between an unsolved messaging ticket’s last update and now. | IF [Ticket ID] != NULL AND [Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed" THEN DATE_DIFF(NOW(), [Ticket updated - Timestamp], "nb_of_hours") ENDIF |
| Unsolved tickets age (days) | The duration in days between when an unsolved messaging ticket was created and now. | IF [Ticket ID] != NULL AND [Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed" THEN DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_days") ENDIF |
| Unsolved tickets time since update (days) | The duration in days between an unsolved messaging ticket’s last update and now. | IF [Ticket ID] != NULL AND [Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed" THEN DATE_DIFF(NOW(), [Ticket updated - Timestamp], "nb_of_days") ENDIF |
| First reply time - Business hours (sec) | The median time in seconds between when the messaging ticket was created and the first agent reply on the ticket, excluding out-of-business hours. | |
| Requester wait time - Business hours (sec) | The median time in seconds from the end user sending a message and the agent’s response, excluding out-of-business hours. It measures how long requesters were waiting for agents' replies. | |
| Requester wait time average - Business hours (sec) | The median time in seconds from the end user sending a message and agent’s response, excluding out-of-business hours. | VALUE(Requester wait time - Business hours (sec)) / VALUE(Agent replies) |
| Agent wait time - Business hours (sec) | The median time in seconds from the agent sending a message and the end user’s response, excluding out-of-business hours. It measures how long agents were waiting for end user replies. | |
| Agent wait time average - Business hours (sec) | The median time in seconds from the agent sending a message and the end user’s response, excluding out-of-business hours. It measures how long agents were waiting for end user replies. | VALUE(Agent wait time - Business hours (sec)) / VALUE(Requester replies) |
| Assignment to first reply - Business hours (sec) | The median time in seconds from last assignment to the first agent reply, excluding out-of-business hours. | |
| First reply time - Business hours (min) | The median time in minutes between when the messaging ticket was created and the first agent reply on the ticket, excluding out-of-business hours. | VALUE(First reply time - Business hours (sec))/60 |
| Requester wait time - Business hours (min) | The median time in minutes from the end user sending a message and the agent’s response, excluding out-of-business hours. It measures how long requesters were waiting for agents' replies. | VALUE(Requester wait time - Business hours (sec))/60 |
| Requester wait time average - Business hours (min) | The median time in minutes from the end user sending a message and the agent’s response, excluding out-of-business hours. | VALUE(Requester wait time average - Business hours (sec))/60 |
| Agent wait time - Business hours (min) | The median time in minutes from the agent sending a message and the end user’s response, excluding out-of-business hours. It measures how long agents were waiting for end user replies. | VALUE(Agent wait time - Business hours (sec))/60 |
| Agent wait time average - Business hours (min) | The median time in minutes from the agent sending a message and the end user’s response, excluding out-of-business hours. It measures how long agents were waiting for end user replies. | VALUE(Agent wait time average - Business hours (sec))/60 |
| Assignment to first reply - Business hours (min) | The median time in minutes from the last assignment to the first agent reply, excludes out-of-business hours. | VALUE(Assignment to first reply - Business hours (sec))/60 |
| First reply time - Business hours (hours) | The median time in hours between when the messaging ticket was created and the first agent reply on the ticket, excluding out-of-business hours. | VALUE(First reply time - Business hours (sec))/3600 |
| Requester wait time - Business hours (hours) | The median time in hours from the end user sending a message and the agent’s response, excluding out-of-business hours. It measures how long requesters were waiting for agents' replies. | VALUE(Requester wait time - Business hours (sec))/3600 |
| Requester wait time average - Business hours (hours) | The median time in hours from the end user sending a message and the agent’s response, excluding out-of-business hours. | VALUE(Requester wait time average - Business hours (sec))/3600 |
| Agent wait time (hours) | The median time in hours from the agent sending a message and the end user’s response, excluding out-of-business hours. It measures how long agents were waiting for end user replies. | VALUE(Agent wait time - Business hours (sec))/3600 |
| Agent wait time average (hours) | The median time in hours from the agent sending a message and the end user’s response, excluding out-of-business hours. It measures how long agents were waiting for end user replies. | VALUE(Agent wait time average - Business hours (sec))/3600 |
| Assignment to first reply (hours) | The median time in hours from the last assignment to the first agent reply, excluding out-of-business hours. | VALUE(Assignment to first reply - Business hours (sec))/3600 |
| First reply time - Business hours (days) | The median duration in hours between when the messaging ticket was created and the first agent reply on the ticket, excluding out-of-business hours. | VALUE(First reply time - Business hours (sec))/86400 |
| Requester wait time - Business hours (days) | The median time in hours from the end user sending a message and the agent’s response, excluding out-of-business hours. It measures how long requesters were waiting for agents' replies. | VALUE(Requester wait time - Business hours (sec))/86400 |
| Requester wait time average - Business hours (days) | The median time in hours from the end user sending a message and the agent’s response, excluding out-of-business hours. | VALUE(Requester wait time average - Business hours (sec))/86400 |
| Agent wait time - Business hours (days) | The median time in hours from the agent sending a message and the end user’s response, excluding out-of-business hours. It measures how long agents were waiting for end user replies. | VALUE(Agent wait time - Business hours (sec))/86400 |
| Agent wait time average - Business hours (days) | The median time in days from the agent sending a message and the end user’s response, excluding out-of-business hours. It measures how long agents were waiting for end user replies. | VALUE(Agent wait time average - Business hours (sec))/86400 |
| Assignment to first reply - Business hours (days) | The median time in days from the last assignment to the first agent reply, excluding out-of-business hours. | VALUE(Assignment to first reply - Business hours (sec))/86400 |
| Reassigned messaging tickets |
The number of messaging tickets that have been assigned to more than one agent. Data is available only from July 18, 2023 and after. |
IF VALUE(Assignee stations) > 1 THEN [Ticket ID] ENDIF |
| Reopened messaging tickets |
The number of messaging tickets that were reopened after being solved. Data is available only from July 18, 2023 and after. |
IF [Reopens] > 0 THEN [Ticket ID] ENDIF |
| Messaging tickets created outside of business hours |
The number of messaging tickets created outside of the schedule assigned at the time of ticket creation. Data is available only from July 18, 2023 and after. |
IF [Created outside business hours] THEN [Ticket ID] ENDIF |
| New messaging tickets |
The number of messaging tickets that are currently in the New status. Data is available only from July 18, 2023 and after. |
IF [Ticket status - Unsorted] = "New" THEN [Ticket ID] ENDIF |
| Open messaging tickets |
The number of messaging tickets that are currently in the Open status. Data is available only from July 18, 2023 and after. |
IF [Ticket status - Unsorted] = "Open" THEN [Ticket ID] ENDIF |
| Pending messaging tickets |
The number of messaging tickets that are currently in the Pending status. Data is available only from July 18, 2023 and after. |
IF [Ticket status - Unsorted] = "Pending" THEN [Ticket ID] ENDIF |
| On-hold messaging tickets |
The number of messaging tickets that are currently in the On-hold status. Data is available only from July 18, 2023 and after. |
IF [Ticket status - Unsorted] = "Hold" THEN [Ticket ID] ENDIF |
| First assignment time (sec) |
The time in seconds between when a messaging ticket was created and the first time it was assigned to an agent. Data is available only from July 18, 2023 and after. |
IF [Ticket ID] != NULL THEN DATE_DIFF([Ticket first assigned - Timestamp], [Ticket created - Timestamp], "nb_of_seconds") ENDIF |
| First assignment time (min) |
The time in minutes between when a messaging ticket was created and the first time it was assigned to an agent. Data is available only from July 18, 2023 and after. |
IF [Ticket ID] != NULL THEN DATE_DIFF([Ticket first assigned - Timestamp], [Ticket created - Timestamp], "nb_of_minutes") ENDIF |
| First assignment time (hrs) |
The time in hours between when a messaging ticket was created and the first time it was assigned to an agent. Data is available only from July 18, 2023 and after. |
IF [Ticket ID] != NULL THEN DATE_DIFF([Ticket first assigned - Timestamp], [Ticket created - Timestamp], "nb_of_hours") ENDIF |
| First assignment time (days) |
The time in days between when a messaging ticket was created and the first time it was assigned to an agent. Data is available only from July 18, 2023 and after. |
IF [Ticket ID] != NULL THEN DATE_DIFF([Ticket first assigned - Timestamp], [Ticket created - Timestamp], "nb_of_days") ENDIF |
| Handle time (sec) |
The time in seconds that the agent spends interacting with the end user on the messaging ticket. For details, see How is the Handle time metric calculated? Data is available only from July 18, 2023 and after. |
|
| Handle time (min) |
The time in minutes that the agent spends interacting with the end user on the messaging ticket. For details, see How is the Handle time metric calculated? Data is available only from July 18, 2023 and after. |
|
| Handle time (hrs) |
The time in hours that the agent spends interacting with the end user on the messaging ticket. For details, see How is the Handle time metric calculated? Data is available only from July 18, 2023 and after. |
|
| Handle time (days) |
The time in days that the agent spends interacting with the end user on the messaging ticket. For details, see How is the Handle time metric calculated? Data is available only from July 18, 2023 and after. |
|
| Handle time - Business hours (sec) |
The time in seconds that the agent spends interacting with the end user on the messaging ticket, excluding non-business hours. Business hours are based on the schedule applied to the ticket at the time of creation. For details, see How is the Handle time metric calculated? Data is available only from July 18, 2023 and after. |
|
| Handle time - Business hours (min) |
The time in minutes that the agent spends interacting with the end user on the messaging ticket, excluding non-business hours. Business hours are based on the schedule applied to the ticket at the time of creation. For details, see How is the Handle time metric calculated? Data is available only from July 18, 2023 and after. |
|
| Handle time - Business hours (hrs) |
The time in hours that the agent spends interacting with the end user on the messaging ticket, excluding non-business hours. Business hours are based on the schedule applied to the ticket at the time of creation. For details, see How is the Handle time metric calculated? Data is available only from July 18, 2023 and after. |
|
| Handle time - Business hours (days) |
The time in days that the agent spends interacting with the end user on the messaging ticket, excluding non-business hours. Business hours are based on the schedule applied to the ticket at the time of creation. For details, see How is the Handle time metric calculated? Data is available only from July 18, 2023 and after. |
|
| Assignee stations |
The number of agents a ticket has been assigned to. Data is available only from July 18, 2023 and after. |
(Assignee stations) |
Messaging tickets attributes
This section lists and defines all the Messaging tickets attributes available.
| Attribute | Definition |
| Ticket ID | The ID number of the messaging ticket. |
| Ticket status | The status of the messaging ticket. |
| Ticket group | Name of the group where the messaging ticket was assigned. |
| Ticket brand | The brand of the messaging ticket. |
| Ticket channel |
The channel a messaging ticket was created from. For more information about the ticket channels Explore collects, see Understanding ticket channels in Explore. |
| Ticket priority | The messaging ticket's priority. |
| Ticket tags | The tags associated with the messaging ticket.
For important information about filtering reports using tags, see Reporting on ticket tags using filters. |
| Ticket satisfaction rating | The satisfaction rating left by the customer on the messaging ticket. Values: Good, Bad, Offered, Unoffered. |
| Wait status changed |
Returns true or false depending on whether a ticket has previously gone into the Pending or On-hold status. |
| Assignee name | The name of the assignee. |
| Assignee role | The role of an assignee. Possible values: admin, agent, or end user. |
| Assignee ID | The messaging ticket's assignee ID. |
| Assignee email | The messaging ticket assignee’s email address. |
| Requester name | The name of the user who is asking for support through a messaging ticket. |
| Requester ID | The ID number for a messaging ticket's requester. |
| Requester email | The email address of the messaging ticket requester. |
| Requester tags | Tags associated with the requester.
For important information about filtering reports using tags, see Reporting on ticket tags using filters. |
| Ticket organization name | The name of the organization associated with the messaging ticket. |
| First reply time brackets | The time between when the messaging ticket was first created and when an agent first replied. Values are returned as 0-1 mins, 1-3 mins, 3-10 mins, >10 mins, and no replies. |
| Requester wait time brackets | The time a requester was waiting for agent replies. The values are returned as no wait, 0-1 mins, 1-3 mins, 3-10 mins, 10-30 mins, and >30 mins. |
| First resolution time brackets | The time between when the messaging ticket was first created and the first time it was set to solved. The values are returned as Unsolved, 0-30 mins, 30-90 mins, 1.5-6 hrs, 6-24 hrs, and >24 hrs. |
| Time - Ticket created | Includes a number of attributes that return the time and date when the messaging ticket was created in various time measurements. |
| Time - Ticket solved | Includes a number of attributes that return the time and date when the messaging ticket was marked as solved in various time measurements. |
| Time - Ticket last updated | The time when the messaging ticket was last updated. |
| Time - Ticket requester updated | The time when the messaging ticket was last updated by its requester. |
| Time - Ticket last assigned | The time when the messaging ticket was last assigned to an agent. |
| Time - Ticket first assigned | The time when the messaging ticket was first assigned to an agent. |
| Time - Ticket type - Task due | When a messaging ticket is configured as a task, this is the date at which the task must be completed. |
| Custom ticket fields |
The name of a custom ticket field. This attribute appears only if you’ve created custom ticket fields. Data is available only from July 18, 2023 and after. |
| Created outside business hours |
Indicates whether a ticket was created within (TRUE) or outside of (FALSE) business hours based on the schedule applied to the messaging ticket at the time of ticket creation. Data is available only from July 18, 2023 and after. |
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