image for site

How to Analyze Messaging Tickets - Frequently asked questions

Discover answers to common questions about analyzing messaging tickets. Learn how to effectively manage and interpret your Zendesk messaging data.

Frequently asked questions

How can I access the Zendesk Messaging dashboard?

To access the Zendesk Messaging dashboard, simply navigate to Explore and click on the Dashboard icon. From the list of available dashboards, select the Zendesk Messaging dashboard. This dashboard provides a comprehensive view of your messaging…

What information is available on the Overview tab of the Zendesk Messaging dashboard?

The Overview tab of the Zendesk Messaging dashboard provides key metrics and reports about your messaging tickets. It includes headline metrics such as the total number of messaging tickets, solved tickets, one-touch tickets, full resolution time,…

How can I customize the Zendesk Messaging dashboard?

You can customize the Zendesk Messaging dashboard by cloning it and making edits to suit your specific needs. This allows you to tailor the dashboard to better fit your reporting requirements. If you need more complex reports, you can create your…

What metrics are available on the Efficiency tab of the Zendesk Messaging dashboard?

The Efficiency tab of the Zendesk Messaging dashboard provides metrics that focus on how quickly agents respond to and resolve messaging tickets. Key metrics include first reply time, reply time, time to resolution, assignment to first reply, first…

What does the Assignee activity tab show in the Zendesk Messaging dashboard?

The Assignee activity tab in the Zendesk Messaging dashboard provides insights into agent performance. It includes metrics such as assignment to first reply, median reply time, median time to resolution, and the number of one-touch tickets. This…

How can I analyze unsolved tickets in the Zendesk Messaging dashboard?

The Unsolved tickets tab in the Zendesk Messaging dashboard provides information about your unsolved tickets, including their status, age, and assignment. It displays metrics such as the number of unsolved messaging tickets, new and open tickets,…

What insights does the First reply time tab offer in the Zendesk Messaging dashboard?

The First reply time tab in the Zendesk Messaging dashboard provides insights into the time it takes for agents to respond to messaging tickets. It includes metrics such as first reply time, first offer time, assignment to first reply, and…

Interested indeflectingover 70% of your Zendesk support tickets?

Our AI customer support agent is here to help. Trained on all your help docs, installed directly into your Zendesk account, it can be used to automate customer replies for tickets or live chat. Learn more below.
Zendesk logo

Zendesk Support Tickets

Receive new tickets by email or a support form? This integration is for you.
My AskAI integrated within Zendesk to deflect support tickets
Learn about our Zendesk ticket integration
Zendesk logo

Zendesk Messaging (live chat)

Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
My AskAI integrated within Zendesk to deflect customer support live chat conversations
Learn about our Zendesk Messaging integration

Join1,000+ companies reducing their support costs and freeing up support agents for more important work

Vestd company logo — Customer of My AskAI's AI customer support agents
Genesis company logo — Customer of My AskAI's AI customer support agents
Zinc company logo — Customer of My AskAI's AI customer support agents
Customer.io company logo — Customer of My AskAI's AI customer support agents
Zeffy company logo — Customer of My AskAI's AI customer support agents
NHS company logo — Customer of My AskAI's AI customer support agents
Kontakt.io company logo — Customer of My AskAI's AI customer support agents

Reduce support costs.Spend more time on customer success.

Our AI customer support agents are already used by 👇
Companies using AI assistants on their websites