Question
How can I track satisfaction ratings with comments?
Answer
You can create views to track all the tickets with satisfaction ratings.
To create a view to track satisfaction ratings with comments
- Click the Admin icon (
) in the sidebar, then select Manage > Views. - Select Add view and under Meet all of the following conditions add the condition below.
- Ticket: Status > Greater than > New
- Under Meet any of the following condtions select:
- Ticket Satisfaction > Is > Good with comment
- Ticket Satisfaction > Is > Bad with comment
If you want to see all your satisfaction ratings with a comment or not, since the Ticket Satisfaction condition is numeric (starting at Unoffered and counting up to Bad with Comment ), use the Greater than Offered setting to see all tickets where satisfaction was given:
For more information, see Using CSAT (Professional and Enterprise).
6 Comments
There should be a way to view the comments, or add a simple date range filter in the views (hours is not helpful). Moreover, I'm surprised to see that this data cannot be integrated in Insights. All we want to see is the satisfaction comments, ticket-wise, separated by ticket channels.
Hey Aswin - That's great feedback. I saw that you also posted it to the Product Feedback forum, which is great. That's where the Product Managers go to see what might be useful for users.
For the record, zendesk improperly uses the word "unsatisfied" when asking people for feedback e.g. "Are you unsatisfied?" This is incorrect grammar. People can never be "unsatisfied" rather "dissatisfied". Look it up and change it!
Hi Will -
Thanks for your feedback. As a fellow grammar nerd, I feel where you're coming from. So to indulge both of our curiosities, I did some research, and it appears to be a grey area of semantic differences. Here's what I found:
"Unsatisfied" usually implies a sense of incompleteness, whereas "dissatisfied" usually implies a sense of wrongness.
Another way to put it is that "unsatisfied" often implies that a greater amount of something - in this case, we'll say information - is needed, whereas "dissatisfied" tends to imply that the quality of something was poor.
Users could be indicating either that they need more information or that the quality of the information was poor. My guess would be that our team chose "unsatisfied" with the assumption that people are generally responding to thinking that important details are missing, rather than that they are feeling disappointed or displeased with the answer.
Before Explore, there was a way to see Satisfaction Ratings with Comments under reports. Is there now a way in Explore to easily access the comments?
Hey Raquel,
You'll need to create a query to show ratings with comments. We have a recipe available that should point you in the right direction :) Explore recipe: Bad ratings with comments
Let me know if you have any other questions for me!
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