Announcing goal conversion tracking in Explore

Announced on | Rollout starts | Rollout ends
February 19, 2026 | February 19, 2026 | February 25, 2026

We’re excited to announce the next evolution of goals for messaging: goal tracking and reporting in Explore. This release brings goal conversions into Zendesk Explore, so you can understand which conversations drive outcomes and why..

This announcement includes the following sections:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Goals for messaging are now reportable in Explore, allowing both high-level and in-depth analysis of goal conversions across messaging conversations, to help you make sure that goal tracking aligns with existing Explore workflows and reporting standards.

With this release, you can:

View conversion performance directly from the Goals conversions tab in the Zendesk Messaging dashboard in Explore.

Analyze goal outcomes using Explore reports, including:

Total conversions

Messaging conversion rate

Total transaction value (where applicable)

Satisfaction score for tickets with goal conversions

Average conversion time

Filter and slice goal performance by attributes such as goal name, agent, group, brand, satisfaction rating, and conversion time brackets.

Why is Zendesk making this change?

Now that goals and conversion tracking in messaging are generally available, customers expect more than confirmation that a goal occurred; they want outcome clarity.

For CX and e-commerce teams, that means answering questions like:

Which conversations led to conversions?

How did outcomes vary by agent, brand, or group?

What did successful conversations have in common?

By bringing goals into Explore, Zendesk helps customers to connect conversational activity to measurable business outcomes. This is a foundational step toward more advanced attribution and conversational commerce reporting.

What do I need to do?

No action is required to start using goal reporting in Explore. The feature is automatically available on all accounts using messaging.

To get value from this release:

Review and configure your messaging goals to ensure they reflect meaningful success criteria

Explore the new goal-related metrics and attributes in Explore

Incorporate goal conversion insights into your regular reporting and performance reviews

See our updated help center articles for more information:

Overview of the Zendesk Messaging dashboard

Analyzing your messaging tickets

Metrics and attributes for Zendesk messaging: Goal conversions dataset

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.