Product Feedback: Missing Reporting Attribute for “End Session” Agent in Analytics | The place for Zendesk users to come together and share
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Georgi11
Newcomer
May 26, 2026
Under review

Product Feedback: Missing Reporting Attribute for “End Session” Agent in Analytics

Related products:Analytics
  • May 26, 2026
  • 2 replies
  • 49 views

Following the recent enhancement to the messaging “End Session” functionality (Zendesk announcement link), Zendesk now captures and displays the agent who manually ends a session within the ticket event log. However, this information is currently not available in Zendesk Explore (Analytics).

 

This creates a limitation when reporting on tickets, as there is no corresponding attribute in Explore datasets to identify the agent who ended the session. Additionally, the drill-in functionality does not provide visibility into this data, preventing deeper analysis at ticket level.

As a result, it is not possible to track or report on session termination activity per agent, which limits the ability to perform QA, auditing, and performance analysis.

 

We recommend exposing this data as a dedicated attribute in Explore datasets and ensuring it is also available within drill-in, so it can be used effectively for reporting and investigation purposes.

      2 replies

      Shawna James
      Shawna JamesCommunity Manager
      Community Manager
      July 28, 2026
      Updated idea statusFeedback submitted→Under review
      Naina Mathur
      Naina MathurProduct Manager
      Product Manager
      August 13, 2026

      Hi there

      Thanks for sharing this feedback and clearly outlining the reporting need.

      We understand that while the agent who manually ends a Messaging session is now visible in the ticket event log, the information is not currently available as an attribute in Explore or through drill-in. 

      We’ve captured the request on our roadmap  -  to expose the agent who ended a session as a reporting attribute in Explore, including ticket-level drill-in visibility. We’ll consider it as part of future capability prioritization discussions.

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