For a messaging ticket to be included in Zendesk Explore, it must meet certain conditions. These include having events after a bot or trigger handover and the events must be actioned.
This means there should be a message from the requester or agent, or the ticket status should change to pending or on-hold. Additionally, these events must affect metrics like first reply times or message count increases.
Certain messaging tickets might be missing from the Zendesk Explore dataset if they don't meet specific criteria. For a ticket to appear, it must have updated metrics after creation. To be included, there must be events after a bot or trigger…
If your messaging tickets don't meet the criteria for the Messaging tickets dataset, you can still include them in your reports. Use the Support tickets dataset and filter by channel to capture these tickets. This approach allows you to include…
Events that affect metrics for messaging tickets in Zendesk include those that occur after a bot or trigger handover and are actioned. These events could be a message from the requester or agent, or changes in ticket status like moving to pending…