Explore recipe: Determine ticket assignee when satisfaction rating is given

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15 Comments

  • Alisha Strawbridge

    Thanks for this report recipe Jessica. Very helpful!

    I might be wrong but I think the instructions for the recipe say to add ticket satisfaction rating in rows but in your end state report it states to use Changes - new value instead.

    For me - I'm trying to see who is the assignee for each satisfaction rating update so am using Changes - new value field in the row.
    Not sure if this was a typo and needing fixing etc :)


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  • Oscar Maynard

    If a ticket is rated, and then the assignee changes after this (e.g. if escalated to a manager due to bad CSAT), will the satisfaction rating then be attributed to the other person? 

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  • Chris Bulin
    Community Moderator

    Hi Oscar

    You are correct, if a ticket has a CSAT and then is re-assigned to another user, that CSAT will follow the ticket. We noticed this happening when we had agents out of the office, so we are very careful to re-assign to the person it should be credited to.

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  • Melanie Scarth

    Hi Chris, 

     

    Is there a way ( maybe a trigger ) that we cans et so it would not do it. We have a Tier system and tickets ( when escalated ) will always carry the CSAT with them. Which seems to be unfair for Tier2 /and 3 agents.

     

     

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  • Chris Bulin
    Community Moderator

    Hi Melanie Scarth, I'm not sure what your use case is but you should be able to update the automation.

    It sounds like what is happening now is that a Tier 1 agent replies to a user and then escalates to Tier 2, while Tier 2 has the ticket, the Tier 1 CSAT gets sent, which re-assigns the ticket back to Tier 1?

    You could do a series of CSATs one for each tier that go out at staggered times. You could add a condition to your escalation (again this is dependent on your system, but if you're using a macro to escalate then you could add a tag to that macro that delays CSAT until the end of the interaction). You could set the automation to trigger only after final resolution. 

    If you can describe your process more, I could help you determine how best to do this. In our instance, when we are escalating we use macros. Those macros add the tag no_csat which both pauses the sending of the CSAT and checks the No CSAT box on that ticket. If a different tier solves the ticket with one of our Resolution macros, then it will kick off CSAT or they can manually remove the checkmark if they feel that it is appropriate.

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  • Bart

    Jessica Blake

    I'm trying to get just a list of rated good tickets by ID excluding certain topics. And everything works except when I apply the TICKET ID requirement. 

    I've also added count of tickets just in case - but no options work. I've tried in both the tickets dataset as well as the tickets updates dataset - but adding in the ticket ID removes all results. Not sure if this is a bug - or why explore won't return good satisfied comments with ticket ID's

    Any help would be appreciated

    Bart

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  • Chris Stock
    Community Moderator

    Hi Bart, it's definitlely possible to do what you're trying to do. I suspect that your query is returning to many rows, and that's why it's blank. If this is the case you'll see a red warning message at the bottom of the query pane.

    A couple of suggestions that should help:

    1. Try limiting the number of tickets returned by filtering to only tickets Solved within a narrower time frame (e.g. this year, or last 6 months).
    2. Add a filter for 'Ticket satisfaction rating' to show only the good rated tickets.

    If you only want to see tickets that have a comment you should select the COUNT(Good satisfaction tickets w/comment) metric. You'll then need to set the metric filter to only show rows where the value for that metric is one.

    Hopefully this gets you where you want to be.

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  • Bart

    Heya Chris Stock

    Thanks for the suggestions. We've only used it for a few months, but adding in a filter actually populated it. 

    One thing that doesn't work however is if I add to the filtered sections an option to exclude a specific custom field like the ticket topic, it still returns tickets that have this topic.

    I thought I'd try the same by adding to the filter the exclusion by tag, but it still populates the report if even when the tag is on the ticket.

    I will continue to tinker with it. 

    Thanks again for the quick update

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  • Chris Stock
    Community Moderator

    There's no reason that shouldn't work. I've tested it on my account and can exclude tickets with certain values in our custom fields. Try the metric filter if you haven't already, otherwise it might be that there is an issue with your account that Zendesk need to take a look at.

    -1
  • Cherie Ansari

    Hi. This article was really helpful. Can you please tell me how to pull the last satisfaction score date? 

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  • Elaine Hilario
    Zendesk Customer Advocate

    Hi Cherie,

    At the moment, there's not a way to natively pull out the data on when an end-user last rated a ticket. We recommend using the Solved date instead since the satisfaction survey is sent out when the ticket status is set to Solved as per this note in the article About CSAT(Customer Satisfaction) ratings in Zendesk Support:

    Hope I was able to clarify this one. Cheers!

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  • Joshua Bentley

    Chris Bulin - I see that Melanie never responded to you, but it sounds like she has a similar situation as us.

    The issue comes down to the rating following the ticket instead of sticking with original assignee who was rated. This is currently affecting bonuses on my team. Here's the flow:

    1. Requester gives a bad rating to a ticket from Assignee 1.
    2. Assignee 1 escalates ticket to Assignee 2.
    3. Assignee 2 takes over the correspondence and the bad rating reflects on their stats instead of #1's.

    We offer quarterly bonuses to some of our senior folks for maintaining a high satisfaction score and this scenario is penalizing them unfairly.

    What's the workaround for that?

     

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  • Chris Bulin
    Community Moderator

    Hi Joshua Bentley! It looks like one of the suggestions I had for Melanie would work if you only want CSAT to be reflected at the final resolution. In those cases, Assignee 1 would not have the opportunity to receive a CSAT score for a ticket that was escalated. If you do want to preserve the CSAT opportunity for both, then you would have to set up a system that relies on your agents to reassign tickets back to the previous assignee. However, using the formula in the article above to see who sent the CSAT request and showing their ratings in that way would allow you to get the information you need for bonuses.

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  • Joshua Bentley

    Thanks, Chris Bulin! I think I understand what the results are now. Ideally, I'd be able to have A1 and A2 each have their own score/opportunity even if it's for the same ticket, but that doesn't seem possible unless I use a 3rd party solution.

    I think the closest I'll be able to do is set up a trigger where if a rating was given THEN it was escalated, to add a tag of some kind that I can use in my queries to filter out those tickets from someone's score.

    I wish Zendesk's score could be attached to an assignee according to an event in a given time frame so the score was more about the agent than about the ticket.

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  • Chris Bulin
    Community Moderator

    You're welcome Joshua Bentley! Yes, tagging is a great way to control for this. We actually have a ticket field for escalations that we use.

    You can also create a trigger that assigns those tickets back to the original assignee based on that tag.

    I am torn about whether it's better for the CSAT to follow the ticket (we often use that to look for tickets that we can use for our QA sessions) or the person. We don't have any incentives for CSAT though, so it's not as large an impact for us.

    It might be worth filing a feedback ticket to request the desired behavior. I know the PMs look at those postings. Best of luck!

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