Check if Agent Workspace is enabled
Your available Chat metrics will depend on how your Zendesk account is configured and specifically, whether you've enabled Agent Workspace.
If you have enabled Agent Workspace, then the native chat app in Zendesk is disabled, as outlined by Zendesk:
"To prevent application conflicts and potential tracking issues, Zendesk does not recommend using the Support Chat app with the Zendesk Agent Workspace. When the Agent Workspace is activated, the Support Chat app is automatically deactivated on your account. If you subsequently deactivate the Agent Workspace and you want to use the Chat app, you have to manually re-activate it."
How can I display Chat data in Geckoboard with Agent Workspace enabled?
If you have Agent Workspace enabled, all Chats will be handled through Agent Workspace, which will, therefore, create Tickets. These will not be available through our Zendesk Chat integration.
Rather, the Tickets will be imported using our Zendesk Support data source, with filtering on Channel is Chat (see image below).
