My customer changed their satisfaction rating, but the old rating is still showing in the Satisfaction dashboard Follow

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3 comments

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    Nate

    The Usage Stats email does not reflect this though. If a customer changes their satisfaction, the email incorrectly includes this.

  • Avatar
    Jessie - Community Manager

    Hi Nate!

    I'm going to see if I can find someone to help you with this!

  • Avatar
    Diogo Maciel

    Hi Nate!

     

    The Reporting overview / Monthly snapshot email  is only to show the general health of your Zendesk and does not consider things like holidays, weekends, changes in the Satisfaction, off-schedule and deleted tickets. Even if you delete a ticket that will not change your overview report. This can greatly impact your FRT metrics. The report displayed on this question is the one provided by Insights, which is better to account for these changes

    More information on the default reporting tool can be found below:

    https://support.zendesk.com/hc/en-us/articles/203662296-Using-the-Reporting-Overview

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