Explore recipe: Reporting on CSAT and one-touch tickets

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5 Comments

  • Joan Ling

    Hi there, I only have Normal, Color, Size and Tooltip options in the % Satisfaction score metric, can you advise why that is?  Thanks.

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  • Chris H
    Zendesk Team Member

    Joan,

     

    This is likely due to the visualization type. Some of the visualizations do not have all of the options listed. Changing this to Column or Line will give you those options! 

    Let me know how this works for you!

     

    Regards,

    Chris

    1
  • Ayal Kellman

    Is there a recipe that is similar to this but instead of comparing the number of one-touch tickets to satisfaction I want to compare satisfaction to an achieved/breached SLA. In other words, are the CSAT scores different for tickets that achieved vs breached their SLA (first reply time in business hours)? 

     

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Ayal Kellman,

    Adjusting this recipe as you described is currently not possible since CSAT data is not pulled into the SLA data set at this time. The only workaround I would suggest would be to utilize a trigger to apply a tag based on breached or achieved SLA status.

    We are looking into combined datasets for our future roadmap on Explore, but we have no timetables to announce. I would recommend sharing your use case in our product feedback forum to aid in future developments. 

    Best regards.

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  • Ayal Kellman

    Thanks Devan - Community Manager. Will do

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