Announcing new metrics for reporting on ended messaging sessions

Announced on | Rollout starts | Rollout ends
October 28, 2025 | October 22, 2025 | October 22, 2025

Zendesk recently released a number of new metrics for reporting on tickets with ended messaging sessions.

This announcement includes the following sections:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

We’ve introduced new metrics and attributes for operations managers to identify messaging tickets where the session was ended or re-routed to email while still in the queue or when assigned to an agent. Additionally, the Messaging dashboard has been migrated to the new dashboard builder. As a result,  there are slight changes to the metrics on Messaging dashboard, as well as the dashboard's look and feel.

Why is Zendesk making this change?

Identifying messaging conversations abandoned in the queue or rerouted to email is critical for improving customer experience and staffing. The new dashboard builder will make it easier to clone and update the dashboard.

What do I need to do?

This capability is only available on accounts with messaging turned on. For information on creating these triggers, see Metrics and attributes for Zendesk messaging and Analyzing your messaging tickets.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.