Explore recipe: Determine ticket assignee when satisfaction rating is given

In this Explore recipe, you'll learn how to create a query that helps determine which agent was assigned to a ticket when the requester filled out the satisfaction survey. If you haven't enabled satisfaction surveys, see Using CSAT (Professional and Enterprise).

What you'll need

Skill level: Easy

Time Required: 15 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

1. In Explore, click the query () icon.
2. In the Queries library, click New query.
3. On the Choose a dataset page, click Support > Ticket updates > Support: Ticket Updates, then click New query. Query builder opens.
4. In the Metrics panel, click Add.
5. From the list of metrics, choose Updates > Updates, then click Apply.
6. In the Rows panel, click Add.
7. From the list of attributes, choose the following:
   - Ticket field changes > Changes - Field name
   - Customer satisfaction > Ticket satisfaction rating
   - Ticket field update values > Update ticket assignee
   - Ticket > Ticket ID
8. When you are finished, click Apply.
9.  Click Changes - Field name, then on the Selected tab, tick satisfaction_score. This will filter the results to show only changes to the satisfaction rating.
   
10. Click Ticket satisfaction rating, then on the Selected tab, tick good and bad. This will filter to show when a change was made to the satisfaction score, either good or bad.
    

You've finished the query. Your results will look like the screenshot below:

Next steps

The next steps are optional for a new query and should be used if you want to see specific instances where ratings were changed from good to bad, or vice versa. 

1. Open a new query in the same dataset as above, Support: Ticket updates.
2. In the Metrics panel, click Add.
3. From the list of metrics, choose Customer satisfaction > Bad to good satisfaction ratings and Customer satisfaction > Good to bad satisfaction ratings, then click Add.
4. In the Rows panel, click Add.
5. From the list of attributes, choose Ticket field update values > Update ticket assignee and Ticket > Ticket ID, then click Add.
6. From the Result manipulation () menu, click Metric filter.
7. On the Metric filter page, set each metric range to filter out results less than one. For more information, see Selecting the metric result range.

See the screenshot below for an example of this query.