How do I report on messaging conversations?

Question

How do I report on chats in messaging if they don’t end? How do I analyze my messaging tickets? How do I analyze conversations in messaging?

Answer

When you create and view reports on conversations, it's important to remember that messaging allows for persistent conversations. Wait to report on messaging conversations that are closed due to system ticket rules, or add live data widgets to your dashboard to see near-real-time reports.

You can also set up messaging goals to track when an end user visits a specific URL during the conversation. If you want to track when a conversion event happens from one of your ads on a Meta social media platform, you can leverage the Conversion events API.

For more information on messaging reporting and analytics, see:

Messaging reporting in Zendesk Agent Workspace

Metrics and attributes for Zendesk messaging

Remember: In contrast to messaging, visitors or agents end live chat sessions. If you're using live chat, go to your Chat dashboard to analyze chat activity.