Why are certain messaging tickets missing from the Messaging tickets dataset in Explore?

December 05, 2024 05:55

Question

Answer

Tickets will not appear in the Messaging tickets dataset if none of the metrics are updated after the ticket is created. A ticket must meet the conditions listed below to be included in the Messaging tickets dataset.

Conditions for a messaging ticket to have metrics:

There were events after a bot or trigger handover. Events before the handover are not considered ticket updates in messaging.
The events type is actioned. After a messaging ticket is created there must be a message from the requester or agent, or the ticket went into pending or on-hold status.
The events had an effect on metrics. For example, tickets that have first reply times, wait times, message count increases, and ticket status changes.

To include messaging tickets that do not meet the above criteria in your reports, use the Support tickets dataset and filter by channel.

For more information, see the article: Messaging reporting in TyrellCorp Agent Workspace.