Tracking customer satisfaction ratings when managing a multiple brand Zendesk (Enterprise)

Tracking customer satisfaction ratings when managing a multiple brand Zendesk (Enterprise)

Zendesk Enterprise

If you've set up to manage a multiple brand Zendesk in the Enterprise version of Zendesk (see Setting up to manage multiple brand Zendesk accounts), customer satisfaction rating does not work the same way it does in a stand-alone Zendesk. This is because customer satisfaction rating requests are sent to end-users via the spoke accounts, which means that the responses you get will not be associated with the agent in the hub Zendesk who solved the ticket.

Solution

You can track the overall satisfaction rating for each spoke account. You can get the total number of good and bad ratings from the Reporting CSV Export file. This files contains details for all tickets (excluding ticket comments) over the last 3 months, including the satisfaction score.

Community tip! Arnaud de Theux created a script to automatically fetch the satisfaction score of each spoke plus the main hub. Check it out in our community forums!

To download the CSV report
  1. Click the Admin icon () in the sidebar, then select Reports > Export.
    Zendesk Classic: Select Manage > Reports > Export.
  2. Generate a new CSV report or download the current report by selecting CSV Export > Latest.
  3. After the archive (.zip) file is downloaded, extract the file and open it in spreadsheet program such as Microsoft Excel or OpenOffice.org Calc.

The column called Satisfaction Score contains the ratings.

Views and reports can also be created to track satisfaction ratings in the spoke accounts.

Have more questions? Submit a request

Comments

  • Avatar
    Juli Fischer

    Hi Anton - can you give more details for how to create a view that shows the satisfaction ratings in the branded help desk? I created a view called "Rated BlankTel tickets" and the all  conditions are "greater than new" and "tags contain at least one of the following," and I put the ticket sharing tag in there (name of the helpdesk).

     

    For *any *conditions, I put "ticket satisfaction is good" and "ticket satisfaction is bad." These are the same criteria I use for the old view that shows the rated tickets for our central help desk, which works fine. But this new view is not working.

  • Avatar
    Max McCal

    Hi, Juli -  I'm sorry we missed this question. I've sent you a ticket so I can take a closer look and see what might be the matter. What you describe sounds right, but it would help for us to discuss. Thanks!

  • Avatar
    Arnaud de Theux

    Hi,

    Sorry to fig up this old thread but is there any way to automagically gather the satisfaction scores of branded help desk and sent it to the main hub? My reporting (in GoodData) only takes information from the hub so I miss the general satisfaction score in there.

    Thanks.

  • Avatar
    Alex Vercammen

    @Arnaud. Good question. I second that

  • Avatar
    Arnaud de Theux

    @Alex

    Since I couldn't find a solution I created a script to automatically fetch the satisfaction score of all my branded spokes + the main hub: http://arnaud.detheux.org/blog/04/06/2012/zendesk-enterprise-global-satisfaction-score/

  • Avatar
    Suzana Bueno

    How can I track individual satisfaction for my spokes? Only 1 agent is shown on the interface.

  • Avatar
    Brandon K.

    Hey Suzana,

    You will need to turn on satisfaction ratings for each of your spokes by going to Settings > Customers > Satisfaction and enabling the default satisfaction automation. You will then be able to send out surveys and collect satisfaction ratings for each one of your spoke accounts. Each spoke will work like its own individual Zendesk account, so you will need to log in to each one to find it's overall satisfaction rating, you cannot do this through the hub.

  • Avatar
    Suzana Bueno

    Sure Brandon, but the problem is my spoke account only shows satisfaction ratings, or any other metric for that matter, for one agent. There are no other agents in the list. How can I fix that? 

  • Avatar
    Brandon K.

    Hey Suzana,

    It looks like you have an open ticket about getting satisfaction to work in your spokes. I've added myself as a CC to the ticket and i'll post the solution here for anyone else that might be having the same issues as yourself. Hopefully our support team can get you a satisfactory answer!

  • Avatar
    Edwin Schukking

    Hi Brandon,

     

    I am looking for a solution as well, is there any development?

  • Avatar
    Avi Warner

    @Edwin, we are looking at long term fixes to this and as we rework multi-branding in Zendesk, fixing this is definitely one of our requirements. Keep an eye out, we'll be letting all our customers know when we have more information in this sphere.

  • Avatar
    Rob Deutsche

    Hey all,

    I am looking to create a report that breaks down our satisfaction score by month, so we can get the scores for the entire year.  Any way to do this?

     

  • Avatar
    Trisha Patel

    @Rob, Are you using GoodData or Zendesk to build the report? 

  • Avatar
    Edwin Schukking

    Hi Avi,

    WOuld you have more information on the timeline regarding the mutlibrand rework and to have satisfaction metrics for each individual agent?

     

    Edwin

  • Avatar
    Laura D.

    Hi Edwin, 

    The multi-brand rework is in progress though given its scope it's taking some time to complete. We will have better solutions in place that address the existing difficulties in tracking satisfaction across multiple spokes. In the new version it will be much easier to gather and report on satisfaction for all of your brands. 

  • Avatar
    Edwin Schukking

    Hi Laura,

    Thanks for your answer, I was just asking since we were told Q4 2013 and lately Q1 2014. Our CEO is requesting some things from us, which we could hopefully will be able to show them with the rework. So it is not that I am unhappy with Zendesk, it is that we are pushed as well :-)

    On topic, we are going to implement the Sat feature in our T1 spokes and I was wondering something. But this would be a too easy solution, there must be something I overlooked. 

    1. On spoke create a new custom ticket field "SatHubScore" - I would go for a drop down
    2. On hub create a new custom ticket field "SatHubScore" - I would go again for a drop down
    3. On spoke create a trigger 1
    4. The trigger 1 contains a condition "Trigger Satisfactoins changed to BAD"
    5. The trigger 1 contains an action "SatHubScore to BAD" 
    6. On spoke create a trigger 2
    7. The trigger 2 contains a condition "Trigger Satisfactoins changed to GOOD"  
    8. The trigger 2 contains an action "SatHubScore to GOOD"
    9. You assume the  custom ticket field SatHubScore on the hub would also change to either GOOD or BAD and you can build triggers, automations and reports (in GoodData; with the latest assignee of the ticket included) 

    Before I begin to test this, I assume someone else already tried this and this would not work, right? Otherwise Arnoud would not have scripted a solution, I guess. (I know there are more options in the sat score :-)).

    Just wondering...

  • Avatar
    Juan Faus

    Hi

     

    I am having the same issue with the Satisfaction rating as you described above. Any updates on this? anyway of sharing the ratings with the Hub?

    In the Spoke I get the same problem as Laura, I cannot see detailed info per agent

    Thanks

     

    Juan

     

  • Avatar
    Max McCal

    Hey, Juan (and others) - 

    We're in process developing a solution for this and many other hub and spoke issues; the project is very large and although we've completed a lot of work we're not ready to disclose much yet, and still have a significant way to go. We'll be sure to make mention in this forum and others, as well as through many other channels when this is complete.

  • Avatar
    Rosanne

    I would be happy to be a beta participant for this.  We've created some elaborate fields, tags and triggers to make this usable. I would also like to know how your changes will impact our current implementation.

  • Avatar
    Stephen Ross

    Hello Max and others

    We are looking into issues with branded spokes and reporting satisfaction. One thing that I am not seeing is increased shadow data as it were. I know that when a spoke has tickets shared across to the hub and vice versa, there are shell users created at the hub for the client, even though their full user data lives in the hub. One thing that might make sending satisfaction surveys better would be if more of the customer data came across from the spoke to the hub.
    The specific item that I am looking at is the organizations. I understand that you cannot simply transfer organizations straight over as someone might have a "Support" organization in several spokes, but would it be possible to either; A - store the originating portal on an organization or B - send the organizations over from the spoke to the hub with spokename appended to them to prevent (as much as possible) collisions with existing organizations in the hub? This should allow all satisfaction to be sent directly from the hub, which will allow proper agent level reporting, and allow GoodData analytics for the spokes by organizations.
    As Rosanne mentioned, if there is a beta or pilot for an integration like this, please let me know.

    Thank you
    Stephen Ross II

  • Avatar
    Max McCal

    Hey, Stephen -

    Our new solution is still in development, though nearing general release. The Hub and Spoke solution we've supported for the last few years will still exist after this release, but a new solution (which we've deemed "multibrand") will become available. Our new architecture eliminates the reliance on ticket sharing and "shell users", meaning that features like organizations, satisfaction surveys, and many others will work right out of the box because agents will have access to all users. Keep an eye on our Announcements forum for updates. (https://support.zendesk.com/hc/en-us/sections/200623776)

  • Avatar
    Jim Foley

    How can I assignee survey tickets to agents in the spoke in a way that the agent will be able to see the survey comments in the hub?

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    Rosanne

    Max, are you looking for Beta participants for this? Spoke/Hub has major limitations when it comes to agent metric tracking and satisfaction so I'm eager to see what you have come up with that will solve this problem. Will the new solution change Help Center functionality? For example, today the contact form is tied to a Help Center. If you want branded contact forms, each Spoke has a contact form. Problem with that as you know is that the metrics, user, and satisfaction data all live in that spoke and no one central place. How will contact forms work with this new implementation?

  • Avatar
    Max McCal

    Hey, Rosanne -

    Not presently, but we'll be reaching out to all hub and spoke customers when we're ready.

  • Avatar
    Rosanne

    Thanks Max. We are getting ready to do some major overhaul to our contact forms to get rid of tickets in the spokes. Would be helpful to know if this will be in the next 1-3 months or longer.

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