In this Explore recipe, you'll learn how to create a query that shows your customer satisfaction rating by agent.
What you'll need
Skill level: Moderate
Time Required: 20 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access 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.
- On the Choose a dataset page, click Support > Tickets > Support: Tickets, then click New query. Query builder opens.
- In the Metrics panel, click Add.
- From the list of metrics, choose Tickets > Solved tickets, then click Apply.
- From the list of metrics, choose Customer satisfaction > % Satisfaction rated and Customer satisfaction > % Satisfaction score, then click Apply.
- In the Columns panel, click Add.
- From the list of attributes, choose Assignee > Assignee name, then click Apply.
- From the Visualization type (
) menu, click Column.
- Click the % Satisfaction rated metric, change the axis to Dual, then click Apply.
- Click the % Satisfaction score metric, change the axis to Dual, then click Apply.
- From the Chart configuration (
) menu, click Secondary axes. - On the Secondary axes page, change Type of secondary series to Column.
- Under SUM(% Satisfaction rated) set the Max value to 1.
- Select Hide title under each metric, and hide the axis under one of the metrics.
- From the Chart configuration () menu, click Display format.
- On the Display format page, change the display format for % Satisfaction rated and % Satisfaction score to %.
- From the Chart configuration () menu, click Displayed values.
- On the Displayed values page, change Show value to Show.
The query is complete. See the screenshot below for an example of the finished result with one agent selected.
Next steps
Below are some examples of how you can enhance this report.
- Add a filter for Ticket solved - Date, then edit the date range to the period for which you want information. See Editing dates and date ranges.
- To filter the top agents by ticket solves, you can use a top/bottom filter. See Creating a top/bottom filter.
- If you want to show results only where the number of satisfaction surveys offered was greater than a value, you can use a metric filter. See Selecting the metric result range.
8 Comments
I've added this query which is helpful for seeing satisfaction percentages, however, I haven't found a way to go through and view customer responses to surveys all in one place as we've been able to in the past.
I recall we used to be able to easily export a .csv file with all ratings/surveys together with the click of a button, but haven't been able to find something similar to this anywhere
Hi Luke,
I can see this in my Satisfaction dashboard from the Reports screen in Support which looks like it gives you the option to export what you are looking for. I think this is an Admin only screen.
Hi Team,
I know this was six months ago - but I am an admin and can't seem to locate this screen you have shared Dan Cooper
Could you be so kind as to send me some directions/a link
Thanks,
Damien
Damien Gooden,
The Satisfaction dashboard is located under the Satisfaction tab of the Reports screen. I'm on an Enterprise plan so it's possible that other plans may not have this as well. Note that some of the older reports may not be visible on newer Zendesk instances (for example Insights is listed in my screenshot but not enabled on newer instances of Zendesk).
Thanks Dan Cooper
When I go to reports I see the following:
I guess I am not Enterprise?
Our instance is pretty new - only a few months old.
Thanks again for your help
Damien Gooden,
It looks like the page might be on a deprecation track to be replaced by Explore. I found a note on the Understanding your reporting options article indicating. I've copied the note below as it's written today.
Note: After you move to Explore, the Overview, Leaderboard, and Satisfaction tabs are removed. You can use Explore pre-built dashboards for those reports. The Knowledge Base and Search tabs (for Guide), and the Community tab (for Gather) are not powered by Insights and won't be removed.
I haven't used the Explore reporting for this much, but it might be worth checking out the Viewing customer satisfaction score and ratings article as a starting place for its replacement.
I saw the recommendation to use to Ticket Solved - Date but I see more tickets with satisfaction ratings when I use Ticket Updated - Date.
Which should be used?
Hi Matt Foley -
In the standard use case, C-Sat is tied to when the ticket is solved, so using Ticket Solved - Date would give you the most accurate representation as it would look for tickets that were solved within your requested dates.
Leveraging the Ticket Updated - Date could result in hyper-inflated numbers, since its possible that a ticket that was 'solved' last month could be 'updated' (reopened) this month. In that case, the ticket would be updated both in the previous month and the current month, therefore showing up twice when the report is looking for tickets that were 'updated' within the requested dates.
Example:
A ticket is solved and c-sat is offered in August; the end-user provides a thumbs up. Since this ticket was updated (solved), it would correctly show up on the hypothetical report "C-Sat Ratings of Tickets Updated This Month."
The challenge comes if that ticket is updated (reopened) in September. While the user won't be offered the C-Sat survey a second time, this ticket would incorrectly show up on the report, which in this case is asking for the C-Sat Ratings of any tickets updated in the current month.
Hope this helps!
Brandon Tidd
729 Solutions
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