How to Report Texts Sent by Agents - Frequently asked questions
Discover how to report on the number of texts sent by your agents. This page answers common questions about tracking and analyzing text message metrics.
Frequently asked questions
Can I track the number of texts sent by my agents in Zendesk?
You can't directly report on the number of texts sent by agents in Zendesk Explore. However, you can filter your reports by ticket channel to focus on tickets created through the text channel. This method allows you to get an overview of…
How can I filter Zendesk reports by ticket channel?
Filtering reports by ticket channel in Zendesk allows you to focus on specific types of interactions, such as texts. While you can't directly report on the number of texts sent, filtering by the text channel can help. To do this, you need to set…
Is it possible to report on text interactions in Zendesk Explore?
While Zendesk Explore doesn't allow direct reporting on text interactions, you can still gain insights by filtering reports by ticket channel. This method helps you focus on tickets created through the text channel. By isolating these tickets, you…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
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