Zendesk Explore, our new analytics software, is replacing Insights. Most customers who purchased Zendesk Support after July 2018, or have been migrated to Explore don’t have access to Insights. You can find Explore in the Zendesk product tray.
This recipe will create a report to show the number of bad ratings with comments that came in the previous day for specific groups. You can use this report to contact the customer the day after they made the comment.
Skill level: Medium
Time: 10 minutes
Ingredients:
- One pre-built metric, with a drill-in step.
- Three attributes
- Two Filters
Adding your metrics and attributes
This section will instruct you on how to add your metrics and attribute to your report.
To add your metric
- In the What panel, select the # Unsatisfied metric.
- Click the Add Drill Step button in the Detail panel.
- Select Ticket Id from the drop-down list.
To add your attributes
- Click the How button.
- Select the Date (event), Ticket Satisfaction Comment, and Ticket group attributes.
- Click Done
Adding your filters
To create this report, you will need two report filters and one dashboard filter. The report filters will filter out any bad rating that did not have a comment and limit your results to the selected groups. The dashboard filter will set your date range to the previous day.
To filter comments:
- Click the Filter button.
- Select the Select from the list of values filter.
- Select Ticket Satisfaction Comment and isn't.
- Select (empty value) as the values to filter.
- Click Apply.
To filter groups
- Select the Select from a list of values.
- Select the attribute Ticket Group and Is.
- From the values to filter, select your groups to use in your report.
To filter date
- On your dashboard, click the Edit dashboard icon in the upper-right corner.
- Click Filter, then select Date.
- Select the Date (Event) from the drop-down list.
- Select the single day option.
- Enter 1 days ago box.
- Click Add.
4 Comments
I don't have an Add Drill Step button in my detail panel. What am I missing?
Hey Ann!
I'm showing a Add Drill Step dropdown option is appearing in both Insights & GoodData whether I am working on a locked or unlocked report as below:
If you're not seeing this I'd recommend clearing your cache and cookies. If you're still having issues after that you can either reply here and I'll bring you into a ticket or reach out to us directly at support@zendesk.com so we can take a closer look at this for you!
Thanks for sharing this, Emilie. This proved to be quite useful!
Newbie here, is insights different than Explore? Is there an explore version of this recipe I can follow?
Please sign in to leave a comment.