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 have yet to enable satisfaction surveys, check out Using CSAT (Professional and Enterprise).

This recipe is the Explore equivalent of the Insights recipe Determine ticket assignee when satisfaction rating is given.

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

1. In Zendesk Explore, click the query () icon.
2. In the Queries Library, click New Query.
3. Now, select a dataset containing the update data you'll need to build the query.
   Select Zendesk: Ticket Updates. Query Builder opens.
4. In the Metrics panel, click Add.
5. From the list of metrics, expand Updates, click Updates, then click Apply.
6. In the Rows panel, click Add.
7. From the list of attributes, expand Ticket field changes, click Changes - Field name and Changes - New value, then click Apply.
8. From the same list of attributes, expand Ticket field update values, click Update ticket assignee, then click Add.
9. From the same list of attributes, expand Ticket, click Ticket ID, then click Add.
10. 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.
    
11. Click Changes - New value, 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.
    

And then the query is complete! Check out the screenshot below as an example

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, Zendesk: Ticket updates.
2. In the Metrics panel, click Add.
3. Expand Customer satisfaction, click Bad to good satisfaction ratings and Good to bad satisfaction ratings, then click Add.
4. In the Rows panel, click Add.
5. Expand Ticket field update values, click Update ticket assignee, then click Add.
6. From the same panel, expand Ticket, click Ticket ID, then click Add.
7. Click Result manipulation () then Metric filter, then set each metric range to filter out results less than one. More information on this in Selecting the metric result range.

Check out the screenshot below as an example of this query.