In this Explore recipe, you'll learn how to create an Explore query that compares your number of one-touch tickets to your satisfaction survey results. This recipe can be used to give insight into the kinds of tickets your agents are solving in one touch, and can help to identify potential new content for your knowledge base. It's also important to take into account the satisfaction of the customer in the context of these tickets solved in one-touch.
This recipe is the Explore equivalent of the Insights recipe Reporting on CSAT and one-touch tickets.
What you'll need
Skill level: Easy
Time Required: 15 Minutes
- Zendesk Explore Professional
- Editor or Admin permissions (see Adding users to Explore)
- Ticket data in Zendesk Support
Creating the query
To create the query
- In Zendesk Explore, click the query () icon.
- In the Queries Library, click New Query.
- Now, choose the dataset containing the data you'll need to build the query.
Select Zendesk: Tickets. Query Builder opens.
- In the Metrics panel, click Add.
- From the list of metrics, expand Agent replies distribution, click One-touch tickets, then click Apply.
- From the list of metrics, expand Customer satisfaction, click % Satisfaction score, then click Apply.
- Next, select a custom ticket field to identify the types of inquiries that your agents are solving in one touch. Examples of this type of ticket field would be About, Product Area, Enquiry Type, etc. If you have not yet set up a custom ticket field, check out Adding and using custom ticket fields. In the columns list, expand Ticket custom fields, then click the custom field you want to report on. In the example shown the query is reporting based on the Product ticket field. Click Apply.
- Click the custom field, then click Excluded. Then tick NULL to exclude tickets where the custom ticket field value is blank.
- Click % Satisfaction score metric, change the axis to Dual, then click Apply.
- Click Chart configuration (), then Secondary axes, then change the Max value to 1.
- Click Chart configuration (), click Display format, then change SUM(% Satisfaction score) to %.
- (Optional) Filter the results to see the top 5 results based on your custom ticket field.
Click Result manipulation () then Top/bottom and tick Top and set the maximum results to 5. Make sure the results are being filtered by the One-touch tickets metric, with the Strategy set to On columns.
And the query is complete! See the screenshot below as an example of the finished result.