Why does my dashboard show zero chats?

Problem

Why does my Chat dashboard in Explore have all zeroes even though we use chat? Why are my chats in Explore empty? Why do I have zero chats in my reports?

Solution

When analyzing your chat activity, your Chat dashboard could show zero chats because of a filter in place, or the chat metrics you need are tracked in a different dashboard.

Remove filters

Begin troubleshooting by clearing all filters and expanding the date range to make sure you include all possible chats.

Open the Chat dashboard.

Check for filter icons on the dashboard and clear the filters.

Click the time filter and increase the date range.

Check other dashboards

Next, check whether you are using live chat or messaging. If you have Agent Workspaces and messaging enabled, reports on chat conversations are located in a different dashboard.

Navigate back to your Dashboard section of Explore.

Select either the Zendesk messaging, Zendesk Support, or Explore live prebuilt dashboard.
All of these dashboards can be further customized. See the example below of how you can filter the Ticket channel for Messaging in the Zendesk Support dashboard.

For more information, see these articles:

Messaging reporting in Zendesk Agent Workspace

Why does the Explore live dashboard show 0 Chat agents when filtering by Chat department?

Why don't I see the Chat dataset or a Chat dashboard within Explore?