Prior to activating zendesk messaging, we were using zendesk chats which generates data both per ticket and per engagement in each ticket.
That means that each handler of a single ticket can still get their own FRT and CSAT scores as chat engagements are also tracked.
This feature is unavailable in Zendesk Messaging and I was wondering if there are any workaround such that we are still able to give credit where credit is due?
Unfortunately, messaging dataset does not include engagement.
I would recommend that you create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.