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How to report on Zendesk messenger?

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Rachel

Publicado 20 de jan. de 2022

We made the switch to Zendesk messenger and would like to run weekly reports on productivity, however, I don't see the option to do this within the reporting/explore section of the account. Any ideas on how to run reports on this data would be much appricated.

Thanks

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    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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