Viewing customer satisfaction score and ratings (Professional and Enterprise) Follow

Comments

11 comments

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    Jordan Kerr

    I agree, this should be able to also be done in Insights - I don't want to navigate away from my main Dashboard just so I can see these metrics. I would like them in my main Dashboard.

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    Denielle Barcelona

    If we have Zopim, and our Zopim chats automatically become Zendesk tickets, are those rate chat tickets going to be included in the Satisfaction dashboard?

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    Matthew Dunn

    @Denielle, yes satisfaction ratings on tickets created from Zopim chats will appear just like satisfaction ratings on tickets from all other channels.

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    Achmad Moesadad

    Hi, I notice on the report there could be condition whereby 1 ticket number can be rated as Good & Bad. Or even worst, 1 ticket number got 3 bad rating in only several minutes.
    Do you know how to fix this?

    Thanks,

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    Jessie Schutz

    Hi Achmad!

    Customers have the option to change their satisfaction rating...is that what you're referring to?

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    Stephen

    Is there already any option to automatically report (and periodically email admins) with an export of Satisfaction Comments through Insights? I understand that the comments are tricky, given they're non-numeric and not quantifiable.

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    Brittany

    Hi Stephen!

    It looks like "Ticket Satisfaction Comment" falls under the HOW when creating a report in Insights. You'd want to make a report similar to this article. Then you can export the report or set up emailed reports.

    Hope that helps!

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    Thomas Barnisch

    Hi everybody,

    is there any chance to make the Customer Satisfaction dashboard accessible to agents other than Admins?

    Members of quality management or managers for example. People who actually work with those comments/ratings but who don't need to have admin privileges.

    They can use custom build insights reports, but although we are on the enterprise plan the insights data is at least an hour old, whereas the prebuild dashboard is almost live.  For our QM department sometimes even one hour is too long.

    Right now they use the rated ticket view, but the view lacks the comment part.

    The Dasboard or the satsifaction console app from ZendeskLabs (which has a role restriction feature but works only for admins) would be way more sufficient.

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    Gabriel Manlapig (Edited )

    Hi Thomas,

    First off, I apologize for the inconvenience that you are experiencing on this. I checked our documentation about the Satisfaction Reporting and it seems that this can only be viewed by Administrators of an account. Light agents and Enterprise agents in a custom role with permission to view reports cannot view the dashboard.

     And regarding to satisfaction console app from ZendeskLabs I tried to install this to my account and not marking the roles restriction enabled and my sample agent can see the app on the left navigation app.

    I hope that helps.

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    Andy L

    I do like the satisfaction dashboard however it is limited to the reporting period. When I am looking for the year to date stats that is not possible with the built in dashboard. 

    First Question - Is there a way to incorporate this into Insight somehow without needing to use an app such as "Satisfaction Console"? 

    Second question - is there a way to display say... 5 recent survey results in Insight report?

    Thanks in advance

  • Avatar
    Wil

    Has the feedback section disappeared since this article's writing?

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