What data from Chat tickets is sent into Insights?

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9 Comments

  • Intis Kalnins
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    Is there any plans to export Chat data to GoodData?
    One of the things we signup to Zendesk for was the reporting and the ideal situation would be to report on tickets, chats and calls in one place.

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  • Jessie Schutz
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    Hey Intis!

    I'm not actually 100% sure what the plan is for this, so I'm going to see what I can find out for you!

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  • Greg
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    Hi there! Currently, we don't have anything on our roadmap to include Chat metrics in GoodData. The hope is that once we have rolled out Explore, this would be included in there as well. To be completely honest, we're in a bit of a crossroads here right now, so any information is liable to change day-to-day, hence my hesitancy to say anything more concrete. 

    I wish that I had a better answer, but for now, this is about all we can comfortably state.

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  • Joel Hellman
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    Can you tell us anymore more today whether chat data will be made available in the BI platforms, either in GoodData or in Explore?

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  • Lauren Williams
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    Has this recently been updated to include CSAT? I didn't think we could get that from Insights?

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  • Jessie Schutz
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    Hey Lauren! Welcome to the Community!

    CSAT ratings from Support are available in Insights; you can find a recipe for that here. If you're looking specifically for Chat CSAT ratings, that data isn't available in Insights but we have an article that addresses how to report on those ratings over here.

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  • Lauren Williams
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    Ah right. Sorry just found it a little misleading as to me it reads Chat CSAT is in Insights. Thanks for clarifying. 

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  • Jessie Schutz
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    Sorry for the confusion! Let us know if you need anything else. :)

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  • Pablo
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    Hey all,

    I set some basic chat reporting in insights a while ago - Chats created, solved & CSAT.

    Specifically for CSAT I used the below:

    What

    % Satisfaction Score

    Filter

    Channel is Chat

    Date (Ticket Created) is yesterday 

    The result in my report seems to match the result in the Chat analytics for CSAT. 

    Hope that helps!

     

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