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.