Zendesk Messaging & Chat Analytics in Real-Time
Real-time analytics for Zendesk messaging, live chat, SMS, and WhatsApp. Track Sunshine Conversations metrics and keep CX ops one step ahead of demand.
Upgrade to Qvasa Enterprise for boundless dashboards, AI-powered filters, and alerts that hit Slack in under a minute.
Staff, monitor, and prove Zendesk chat SLAs in one place
See Zendesk messaging queue health in milliseconds
Track open conversations, longest wait time, agents online, and chats per rep as they change. Ops leads spot spikes instantly; execs see live Zendesk chat KPIs on a wallboard.
Drag-and-drop Zendesk chat dashboards
Hundreds of widgets—bar charts, line graphs, scorecards—drop into place. Filter by Zendesk channel, tag, brand, or AI label, then share a pin-secured link with partners who need SLA proof.
Zendesk chat alerts keep wait times tame
Enterprise checks any Zendesk messaging metric every 60 seconds and alerts via Slack, email, or SMS when thresholds hit. Auto-ack avoids alert spam; manual mode keeps nudging until resolved.
Viewer-filtered Zendesk agent dashboards
Give agents a self-serve view of their own live chat stats—AHT, chats in progress, CSAT—without extra Zendesk permissions work. Managers stay focused on coaching, not data pulls.
Zendesk Messaging Analytics Features by Plan
| Basic | Professional | Enterprise | |
|---|---|---|---|
| Features | Free/Essentials | Request a Demo | Request a Demo |
| Real‑time Zendesk ingest | Included | Included | Included |
| Real‑time Sunshine Conversations ingest | Not included | Included | Included |
| Auto‑refresh (TV mode) | Not included | Included | Included |
| Historical backfill (pre‑install) | Not included | Not included | Included |
| Drag‑and‑drop builder | Included | Included | Included |
| Metric library channels | Support | Support + chat + voice | Full library |
| Max dashboards | Limited | Unlimited | Unlimited |
| Open conversations & wait‑time | Not included | Included | Included |
| Agents online / in chats | Not included | Included | Included |
| Ticket metrics(backlog, CSAT…) | Included | Included | Included |
| Conversation‑level metrics | Not included | Included | Included |
| Filter by any field(tags, groups…) | some | Included | Included |
| CSV export of drill‑ins | Not included | Included | Included |
| Pin‑secured public link | Not included | Included | Included |
| Threshold alerts on widgets | Hourly | 10min | 1min |
| Alert channels | Slack · Email | Slack · Email | Slack · Email |
| Viewer‑filtered agent dashboards | Not included | Included | Included |
| Live API access | Not included | Not included | Included |
| 99.999% uptime SLA | Included | Included | Included |