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View/export Satisfaction Comments

Justin Ruffell-Ward
suggested this on May 20, 2011 02:52

I love the new feature to gain satisfaction feedback from our customers. I'd like to get an overview of this data though but these are very limited. On the 'Standard' account (which we're on) you can only build reports to export the raw numbers of 'Good',  Bad' feedback but as an admin I'd like to get an overview of any comments for each of our support agents.

 

I would therefore line to see an option to add the 'Comments' column to the reports view and export.

 

Comments

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Jimmy Bowers
iveyitcentre

+1    This is definitely a must have, I'd love to be able to extract the comments in Gooddata too.

May 29, 2011 10:04
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Shane Donnelly

I would also like to be able to extract the comments.

May 31, 2011 04:21
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D. E. Dolly Higgins

I am loving this feature too -- what I would love more would be a way to push the positive comments to my company twitter or facebook account.

June 17, 2011 07:42
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Paul Fennell
industryweapon

+1

June 22, 2011 13:38
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Douglas Ormerod
themindgym

+1

July 06, 2011 01:04
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Jack Wong

+1

July 29, 2011 20:33
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Heidi Helm

Me too.

August 08, 2011 12:40
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Chris
Project CS Beta Testers
+1
August 12, 2011 13:48
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Grace Look
Exporting the comments will be great so we can really zero in on what needs to be improved for each agent or whether the poor rating is due to a broken process rather than the agent's service.
August 14, 2011 21:41
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Jake Holman
Product Manager

We're hoping to include this within the next 30 days.

August 15, 2011 09:38
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Roberta Davenport
Looking forward to it, you guys rock hard!
August 18, 2011 00:41
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Jake Holman
Product Manager

Hey guys, we've implemented a new placeholder to show you comments made during satisfaction surveys. This allows you to set up email notifications to email you when a rating has been made and include a comment if there is one. 

More details here https://support.zendesk.com/entries/20379276-multi-lingual-feedback... we're also working on more solutions to visibility too. 

August 19, 2011 10:59
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Michael Sablone
intothedarkroom

@jake

i mean, i know that this satisfaction thing is in beta and everything, and we should be happy that it even exists, but the idea is so great, it's a shame to see it be so limited.  we've only been using the satisfaction stuff for 2 weeks and there already have been all kinds of valuable insight into how our customers really feel about our service.

i'm speaking for myself here, but there is something unique going on with these comments.  we both know that they are not anonymous, but for some reason, when people leave a comment after it's been solved, and it's outside the "comment continuum", for some reason, it seems like people feel safer giving an honest opinion.  maybe it's because the ticket is solved.  good or bad, it's over -- and either the person was helped or not, and i think there is going to be some genuine honesty coming out of these comments.

and that brutal, genuine honesty is absolute gold for customer service.

but the current system of having to rummage through each rated ticket (and it seems like they load after DOM load that then requires a double click back to the list) -- it's just really tough to find new ones and get a solid report.  i did look at the new email notification system, and i have implemented it, but i'm not sold that email is the right delivery, reporting, and review system for this excellent data.  an inbox full of email -- kinda clunky.

honestly, as a developer, i think the first implementation should be some kind of target/trigger so that when people leave a comment, that information can be posted via http to a custom url that we can then do what we want with.  i imagine it's a lot like your email system without all the overhead of email.

that way, we can send it to a server application that can save them, create reports, statistics, etc.

another thought that would take way more thought to implement based on the complexity of users/groups/etc would be to create rss feeds of satisfaction.

basically, what i'm trying to get through here, and it sounds like the rest of the users on this thread want is a way to get a global snapshot of the most recent commentary on our support systems.  it seems so close already -- we're just missing the money-shot "view".

thanks for listening!

October 16, 2011 23:27
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Jake Holman
Product Manager

@Michael: I agree. If there weren't a massive, technical limitation elephant stood in the way of us implementing a comments export/report, then it certainly would have been done to begin with. Unfortunately, that elephant hasn't died yet. 

You probably can do what you mentioned toward the end there, sending comments externally. We have this concept called "Targets" which you can get Triggers or Automations to fire. One target, the HTTP Target, allows you to GET/POST to an external server, using simply a URL. The URL can be populated with parameters such as, for example, ?satisfaction_value={{satisfaction.current_value}}&satisfaction_comment={{satisfaction.current_comment}}&ticket_id={{ticket.id}}

This might allow you to do as you mentioned, but I haven't tested this myself yet.

October 17, 2011 15:26
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Michael Sablone
intothedarkroom

@jake -- thanks for the response -- i actually did figure that out on my own last night, and wrote my own little application with some PHP magic.  it's the money shot view i was after, and it works like a charm.  my next trick is gonna be to convert it to a widget!  i'd be happy to show it to you in an offline conversation -- feel free to email me directly.

i know all about the elephants.

October 17, 2011 15:30
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Adam Goolie Gould
lytro

@MIchael - any chance of posting that php and widget code?  

November 08, 2011 14:57
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Jamie Pears
romaxtech

I'd be really interested to see this code as well...

November 22, 2011 04:48
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Scott Chester
trango

Whatever happened to a simple way to review comments? It should be as simple as a ticket view that shows the comments based on a range specified.

February 09, 2012 10:57
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Vincent
storecommander

+1000

March 31, 2012 08:17
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Jake Holman
Product Manager

Hey guys. While I can't deliver on the original request just yet, we did add something which will hopefully help some of you.

https://support.zendesk.com/entries/21252516-new-satisfaction-condi...

You can now create Views, Triggers and Automations based on whether a ticket has a rating with a comment or not. 

April 06, 2012 13:44
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Rosanne

Thanks Jake.  I just found the view option, however, it limits me to the # of responses I get.  I only get 59 responses, no matter how many I have, regardless of the filters I select.  Am I doing something wrong?

April 10, 2012 15:41
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Michael Sablone
intothedarkroom

hey all -- i have packaged up what i'm using.  it's certainly not the slickest implementation in the world, but it works for us.  gives us just the view we need.  you can download it and install it as you like.  there is a "how-to" folder that will get you up and running in 4 steps.  hope it helps!

hypergeneric.com/corpus/zendesk/display-satisfaction.zip

April 12, 2012 18:36
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Michael Sablone
intothedarkroom

disclaimers!

feel free to use/abuse/recycle as necessary.  you will want to change line 22 in write.php to accommodate your own timezone as listed here: php.net/manual/en/timezones.php

also note that it won't display any existing entries -- it will only show new, incoming requests.  i have the display set to the last 100, but the data.txt flatfile it writes will contain a log of everything -- there is no archiving employed, so if you get thousands and thousands of entries, you may want to .old the data.txt file periodically if it becomes an issue (although it shouldn't -- since php is only appending to the flatfile, unless you start reaching > 1gb you should be ok).

the good news is that the data.txt file is a serialized php array that you can use later down the line and parse how you see fit if you ever want to change up how you're managing the incoming comments using the eval() statement and parsing accordingly.

like i said -- it's not as elegant as it could be, but it's gotten the job done for my 15 minutes of coding!

April 12, 2012 19:02
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Arnaud de Theux
Zendesk

@Michael cool, thanks for that! I'll recycle it in Python and post it here when done ;-)

April 13, 2012 06:43
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TJ Baker
joomlashack

Will be most excellent when we're able to export comments :)

May 17, 2012 22:21
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Shane Davey
rivo

+1

May 24, 2012 01:00
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Jeanne
raven

Definitely need to be able to export the comments.

June 06, 2012 08:51
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Nick
bioiq

Exporting satisfaction comments in general would be great. Being able to export them filtering by tag or custom field associations better. Being able to integrate this option within GoodData - best.

June 13, 2012 22:31
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Nicholas Szeto
Sony Playstation

Adding my vote for this feature.

June 18, 2012 12:27
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Martin Grøn
golfbox

Hi Jake,

Its time to use bigger ammunition for the elephant!! 

This VERY valid request is more than a year old - and we still have to sort though comments manually...thats fine if there are a few comments - but you are likely to miss some going in and out of tickets to see the comments!

ANY news on when we are having a "the elephant got killed party"??

July 02, 2012 00:30
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Rosanne

I agree.  Currently I email them to me, then cut and paste them into an excel spread sheet.  Not very efficient :-)  Really want a way to export them.

July 02, 2012 11:10
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Steven Yan
Product Manager

HI everyone, we don't have this currently as a feature in the Zendesk interface, but I'd like to remind you that you can get this information out of our API:

https://support.zendesk.com/forums/20635666-api-updates/entries/219...

http://developer.zendesk.com/documentation/rest_api/satisfaction_ra...

August 31, 2012 15:25
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Caroline Mawhinney
pcdm

It is a slow process reviewing the comments individually, I am not a developer and the code above doesn't help me!

 

It would be really helpful to be able to extract this data easily.

September 27, 2012 04:24
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Jordan Heywood
interlogix

+1 to the original idea. It's good to see interfaces through the API, and email triggers, but at the end of the day I would like to run a simple report showing the Ticket ID, Title, Agent, Rating and Rating Comment.

Much easier for me to analyse feedback trends and react to customer feedback based on recurring comments.

October 18, 2012 14:12
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Leisa Saltzman
csusa

absolutely. This is the customers "voice" and we need to capture what they are saying.

November 01, 2012 06:48
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Mark Rothfield
revealtools

+1 please kill the elephant and give us a view of the comments so we can report them. You acknowledge that customer satisfaction is a key customer service metric for a helpdesk and provide almost all the tools to help us manage it. The absence of this functionality is a massive disappointment to otherwise excellent functionality. Please please please give us something practical via the Zendesk Web App that does not require coding.

January 07, 2013 20:35
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Sean G
othelpme

+1 x 1000000000000

January 10, 2013 07:48
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taufik
lamido

Any update for View/export Satisfaction Comments?

January 17, 2013 23:17
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Peter Mark

Why do you put elephants in there? 1+ for low tech export of content from a database

February 06, 2013 05:43
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Jim D'Amico

Coming up on 2 years...are we close to a solution on this yet?

February 07, 2013 10:31
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Ryan

Looking for the same thing.  Does anyone have a working screenshot of Michael Sablone's working result?

February 11, 2013 13:18
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Christina Zaharia
tridel

We are also hoping to be able to export the comments in the near future. Zendesk please put this on your to do list. :-)

February 15, 2013 05:04
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Erin Boyle
Product Manager

Good news - this is on our to-do list!  Hopefully Max will have an update for you in the next few months on the ability to view (and possibly export) satisfaction ratings.

Best,
Erin 

February 15, 2013 09:24
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Rosanne

Wow, there are now 80 people who want this feature.  I would really hope that you would allow exporting the satisfaction comments.  Just viewing them does not solve moving them into reports and would still require a cut-paste.  Even if we can get them in Good Data that would be better than just a viewing option, which for me does not solve the problem.

February 15, 2013 12:48
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Erin Boyle
Product Manager

Hi Rosanne,

We would LOVE to add the ability to export comments.  We are currently evaluating the technical feasibility of that in the short term, but definitely plan on a viewer at the very least.

So I'm not saying no to exporting, I just didn't want to make a promise I couldn't keep until we have more information.

Best,
Erin 

February 15, 2013 13:50
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John Shannon

Very late to the party but guess what? +1

March 13, 2013 10:39
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Dan Ross

This would be a huge help to our Support team, +1.

 

Any word on at least getting a viewer within ZenDesk?, if not the ability to export them to GoodData?

April 13, 2013 14:34
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Duke Adamonis
nuodb

Agreed - this would be great! +1

Erin, any update regarding your efforts? 

April 25, 2013 11:52
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paul strong
ramblers

yep - guess what I need this too.  C'mon Zendesk show the love and give us what we need to manage properly.

May 09, 2013 09:29
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Max McCal
Product Manager

Hey, Everyone - 

We're definitely going to be able to add a CSV export to this feature. We're working on designs and making sure we get it right. I'll post again when I have more information about the timeline for this. 

In the meantime, while I know this isn't the same, but if you're willing to work with a more raw format, you can get this data. You can get access to the comments, ticket number, and ticket URL from your Zendesk by navigating to the JSON file where we store these ratings. You can also find the requester and assignee's IDs, though not their names. To find this file, navigate to

http://  Your Subdomain goes here  .zendesk.com/api/v2/satisfaction_ratings.json

You can view the file in your browser of save it to your computer. JSON isn't the same as a CSV, though there are ways to convert one to the other. We will be working on a stable, simple, easy to use solution for this problem; this is just a possibility for those who are comfortable with it for the moment.

May 09, 2013 10:21
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TJ Baker
joomlashack

Thanks for the tip on the json link Max!  Looking forward to the export feature!

May 09, 2013 11:53
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Josh
Greysignal

+1

May 09, 2013 13:41
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Lucas Grassi
cloudwords

any update on this? 

more than 2 years since the first post, and the best Zendesk can say is "use our API"? very disappointing. 

i would trade the "new design" of Zendesk for this feature any day, by the way - just saying it to raise the point that what a company/team thinks is going to be super cool and valued gets diluted by the fact said team is not delivering on some highly important bugs (this is not a feature, let's be honest here). 

I got the "use our API" response from your customer care people via email - IMHO,  "use our API" is not really a solution, but a way to deflect users' requests… I would suggest not telling a user that "the best way" is to use the API. Using the API is just a fallback, workaround that is not really solving anything, as I would bet 99% of the times no one will develop an API integration to get something as simple as the satisfaction comments. Just my 2 cents: you can mention the API option, but as part of an apology :-)

July 16, 2013 09:49
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Michael Sunarlim

I had always thought I only needed to create the view. Turns out, it does not display the comments on the table/CSV.

+1

July 25, 2013 01:38
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Mark Thomas

Definitely needed.

August 20, 2013 05:59
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Jeff Bennett
teradek

@Max it has been over 4 months since we have an update, surely there is a better timeline for this, is there anyway to pull this using Good Data for the time being, my company just went through an acquisition and we wanted to be able to provide an overview of customer feedback.

September 12, 2013 15:44
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Laurent Picq - LaFourchette
lafourchettehubb2b

Need it ! Thanks

October 03, 2013 00:46
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Adam Wilson

Glad that this is now planned - but would love a time frame added to this.

The stakeholders of my contact centre really would love to see the verbatim comments to know where the business is doing well - and also to see where we need the improvement.

Going into and out of each ticket isn't ideal and the API route doesn't help much either. 

October 15, 2013 04:48
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Heidi Misch
area101

+1 -- I realize "nothing is as easy as it seems", but survey comment seem to be a one-to-one with tickets so it seems it would be easy to at least be able to have the survey comments available in the CSV or XML export!

October 22, 2013 11:24
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Patrick Roggenkamp
wwi

That´s a must!

November 12, 2013 02:29
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Markus Bähr
affinitas

+1 please make it happen!

November 20, 2013 07:40
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Elise
orchestratetech
+ 1
I created a view that shows whether the ticket was good with comment or bad with comment, but I still cannot view the comments in the report.
I also tried the .json file, but it does not display all of the tickets with comments. It only displays the first month of tickets.
Is there anything else I can do to find this information? Hopefully, this comes soon!
December 04, 2013 05:23
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Liz Rosen
liquidplanner

+1

I've been wrestling with the /api/v2/satisfaction_ratings.json page and it's a serious pain in the rear.  Anyone have tips for an API layperson?  Or is there a zapier thingy that will put all new comments into a google docs spreadsheet or something?  Been searching for that too, but to no avail.

January 07, 2014 13:47
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Adam Goolie Gould
lytro

FWIW, here is my quick and dirty solution.

I have set up triggers to email us a copy of all "good" and "bad" tickets, with different subjects for each and useful content in the body.  Here's the "good" trigger:

https://www.evernote.com/shard/s127/sh/5a3a76f8-4fea-4913-94ec-bd76...

I have gmail filters set up to catch the custom subjects -- all the "good" tickets go into one tag folder, and the "bad" tickets go into another tag folder.  I review my "bads" as soon as they come in, and the "goods" a few times a week or when I need a lift >;-).  As you can see, I've also added enough information so this also becomes part of my regular quality review process.

I'd very much like to have a proper API or view with notifications, but in the meantime this is working for us and my boss is good with it too.

Cheers,

--Adam "Goolie" Gould

 

January 07, 2014 14:53
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Markus Bähr
affinitas

@elise you can page through all csats by adding ?page=XXX

eg:

/api/v2/satisfaction_ratings.json?page=700

 

and still nothing from zendesk regarding this long awaited feature. 

just some JS code to display the info in a html table instead of a JSON object would already help. i have to say it is bordering on pathetic that this is not being heard. 

 

we dont want any thing fancy we just want a format that we can (as non programmers) use in excel to filter and sort :( 

 

January 08, 2014 00:10
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Erin Boyle
Product Manager

Hi all,

My apologies in the delay updating you all - I know our last update was in May.  This is still a planned feature, and we have the designs ready to go.  The work is in the development pipeline, there are just some things ahead of it that we need to wrap up first.  I'll let you know once the work has been started.

Best,
Erin

January 08, 2014 09:05
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Liz Rosen
liquidplanner

@Goolie - THANK YOU.  Your idea worked, but even better, sparked the idea that I could take it a step further and create an external target.  I can send the feedback comments to a Gmail account, and then *I think* I can use Zapier to parse the info from the email and put it into a spreadsheet.  Looking into that now...

January 08, 2014 09:48
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Allison Sasscer
findthebest

@Erin Boyle

+1

January 10, 2014 08:59
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Adam Goolie Gould
lytro

@liz that would certainly be super cool!  If you get it working let me know what Zapier you're using.  

January 10, 2014 14:35
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Markus Bähr
affinitas

here is the cumbersome way i create my excel/csv right now:

open this page:

https://<your company>.zendesk.com/api/v2/satisfaction_ratings.json?score=received_with_comment&page=700

&page=xxx depending on how many pages of csat you currently have in order to show the most recent comments. you have to test a bit until you find your last page. 

 

Select the whole page and copy. 

Paste into excel

Text to column: separate by other: {

Copy the entire row 

Paste > Other > transpose

 

That way i can at least sort good and bad ratings and get a list of all comments. 

Hope this helps.

 

You can imagine though that i am dreading to go through and manually process the 715 pages we have accumulated :D

January 15, 2014 03:51
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Markus Bähr
affinitas

sorry forgot, after Paste > other > transpose, do another text to columns and separate by comma. 

This will split some of your comments that contain comma into separate cells but that is not such a big deal. 

January 15, 2014 03:53
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Kenneth Denson
terremark

+1

January 20, 2014 14:10
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Jonathan

+1

January 30, 2014 04:44
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James Clark
simplybusiness

I'd love this feature to be implemented. We use our satisfaction scores for a wide range of areas and obtaining the satisfaction comments would allow for some text analytic to be achieved. 

February 06, 2014 06:49
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Markus Bähr
affinitas

@Erin 1 month since your last update, has the work been started?

 

February 07, 2014 00:39
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Erin Boyle
Product Manager

Hi Markus,

No, it has not - as I said I will let you know once development work has begun.

Best,
Erin

February 07, 2014 09:28
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Rosanne

Seriously Zendesk, this has been out there since 2011 with 135 comments.  How ever do you decide what makes it to the top of this list?  This obviously is something that your customers want, so how about moving it up a bit higher on the list.  Personally, I'm tired of my email box being cluttered with satisfaction emails as its the only way I can get the comments until you provide us with something better.  Let's get this feature moving!

February 07, 2014 11:11
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Jimmy Bowers

I agree with Rosanne and others on this feature request.  The export or even ability to just easily view comments is a much higher priority, in my opinion, than your new feature today - "intentions".  How about easily knowing what customers are actually saying instead of what they intended to say?

February 11, 2014 15:44
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Jessica Hord
lightmotion

+1

@Erin Boyle - is there a deadline to have this complete? It seems that zendesk's customers have voiced this is a priority. Our company is excited to have the comments but it is a major challenge to do anything with them!!!

February 27, 2014 10:24
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Jukka Lipponen

+1 REALLY need this 

 

PS. has someone figured out how we could see ALL of the tickets with this JSON feed: https: your subdomain here .zendesk.com/api/v2/satisfaction_ratings.json ?

 

I noticed i can choose which page it shows by adding ?page=7 for example, but how can I get it to list all of the pages?

February 28, 2014 04:51
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Markus Bähr
affinitas

@jukka 

i dont think you can. :(

i d be interested in this as well. 

February 28, 2014 04:53
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Jukka Lipponen

@Markus yeah I'm afraid of that too, getting really desperate here.. I even tried with https: your subdomain here .zendesk.com/api/v2/satisfaction_ratings.json?page=1&page=2

 

But I don't think it worked correctly.

February 28, 2014 04:56
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Jukka Lipponen

I actually got that json feed to show ALL of the tickets with ratings by adding a "jsonviewer addon" to Chrome. Now I should try to figure out how to make it show only the tickets that have comments.. :)

February 28, 2014 05:00
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Jukka Lipponen

Wow got that working with too with this .zendesk.com/api/v2/satisfaction_ratings.json?score=received_with_comment

February 28, 2014 05:04
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Markus Bähr
affinitas

@jukka 

what addon are you using? 

?score=received_with_comment for me (with or without addon) shows only the first entries dating back to 2012 

(we are at 750+ comment pages now and from the page load alone i can tell that it is way too fast :D ) 

February 28, 2014 05:10
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Laurent Picq - LaFourchette
lafourchettehubb2b

@Markus

Thanks but don't work for me

February 28, 2014 05:20
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Laurent Picq - LaFourchette
lafourchettehubb2b

Because i have some spokes and one hub

February 28, 2014 05:21
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Jason Jovanis
balancepointpayroll

+1 for sure!

 

Has anyone had success using IFTTT?  I'm thinking about creating a gmail target then using IFTTT to add to a Google spreadsheet....  certainly not elegant but might get the job done.  Has anyone tried this?

March 17, 2014 09:47
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Mike Montes
cwdriver

A rating from 1-10 would also be nice.

March 18, 2014 15:47
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Jacob Kyndby Jensen
madebydelta
Would really like to export all customer satisfaction comments
April 04, 2014 14:20
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Michael Sablone
intothedarkroom

FYI: still using the same code from 2012.  we actually use a live feed right on our website:

http://intothedarkroom.com/intothedarkroom-reviews/

April 09, 2014 23:52
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Graeme Carmichael
nhsggc

@Michael, that is really impressive.

April 10, 2014 04:36
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Erin Boyle
Product Manager

Hi all,

We should be digging in and starting actual development next week - response viewer and downloader HERE WE COME!  I'll let you know once we're close to having something available for you all - I don't have an ETA, which I know is the first thing someone will ask, but I will keep you guys updated.

Best,
Erin

April 10, 2014 09:56