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 out Using CSAT (Professional and Enterprise).

What you'll need

Skill level: Easy

Time Required: 15 minutes

• Zendesk Explore Professional
• Editor or Admin permissions (see Giving agents access 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. 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, 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.