Insights recipe: Reporting on CSAT and one-touch tickets

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  • Garrett Smith

    I'm struggling to figure out how to set up the About filter. When clicking the link provided it really tells you nothing on how to set up the field for this recipe. Would anyone be able to help walk me through this or direct me to somewhere specific for creating the About filter for this recipe? 

  • Stephen Fusco
    Zendesk team member

    Hi Garrett, 

    This recipe is working off the assumption that you have created a custom drop-down field for the ticket that tells you what the ticket is about. Creating this field and its options is up to you and is very individual so there is no real walkthrough. 

    You'd essentially just want to create a drop-down field with options that pertain to your business. For example, at Zendesk we might have About fields that are something like Triggers, Reporting, Chat, and SLAs because those are topics that our customers ask us about: 

    Once you have those set up and have started using them for awhile you can build a report like the one above to give you more info about one-touch ticket topics.


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