Explore recipe: Determine ticket assignee when satisfaction rating is given

Return to top
Have more questions? Submit a request

9 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 :)


    0
  • 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? 

    0
  • 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.

    0
  • 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.

     

     

    0
  • 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.

    0
  • 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

    0
  • 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.

    0
  • 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

    0
  • 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.

    0

Please sign in to leave a comment.

Powered by Zendesk