Announcing business goals with conversion tracking for messaging

Announced on | Rollout starts | Rollout ends
July 25, 2025 | July 25, 2025 | July 31, 2025

We’re excited to announce the launch of goals for messaging, a new feature designed to help you track customer interactions and attribute them to specific agents. This enhancement allows for a better understanding of how effectively your team drives conversions such as purchases and sales targets.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Goals for messaging allow you to define specific actions that signal a successful customer interaction and assign credit for those interactions to the appropriate agents. This enhancement is designed to improve how you measure success in customer engagement.

Why is Zendesk making this change?

This change supports our commitment to providing tools that enhance customer experience and agent performance. By introducing goals for messaging, we aim to help customers gain valuable insights into the effectiveness of their interactions, which is crucial for continuous improvement and successful customer journeys.

What do I need to do?

To get started, ensure that you familiarize yourself with the new goals for messaging feature.  See our help center article Tracking customer actions with messaging goals for more information.