Include Non-Criteria Messaging Tickets in Reports
Learn how to include messaging tickets that don't meet criteria in Zendesk reports using the Support tickets dataset.
How can I include messaging tickets that don't meet criteria in Zendesk reports?
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 tickets that might not have updated metrics but are still relevant to your reporting needs.
More related questions
Why are some messaging tickets missing from the Zendesk Explore dataset?
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…
What conditions must a messaging ticket meet to be included in Zendesk Explore?
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…
What types of events affect metrics for messaging tickets in Zendesk?
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…
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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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Read Zeffy's case study
“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."
Natalie Onions VP of Customer Experience
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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
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