Explore recipe: Bad ratings with comments

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  • Micky Clutario

    Why can't we find the actual comments left by users on Explore like Insight report. I'm unable to export the data on Explore either.

  • Brett Bowser
    Zendesk Community Team

    Hey Micky,

    You should be able to pull the satisfaction comment by using the Ticket satisfaction comment attribute. You can find a full list of available Explore attributes here: Metrics and attributes for Zendesk Support

    I hope this helps!

  • David Vassilakis

    Zendesk explore IMO is a complete and utter failure.

    Viewing the satisfaction comments previously was only 3 clicks away and was included in your existing Zendesk plan pricing.

    Now to view them you have to have a paid Zendesk explore plan. Not only that, I have spent 4 days trying to figure out how to view the actual satisfaction comments and emailed Zendesk support multiple times which they have provided multiple guides which are extremely complicated, difficult to follow and still have not resulted in me viewing the actual comments.

    Why should we have to pay for something which was previously included in our existing plan?
    and why should we have to spend hours trying to figure out how to view something which was previously only 3 clicks away?

    Zendesk needs to address this by providing a default view with all the satisfactions comments one click away. 

    I don't want to spend hours trying to create queries and set up search queries and following these complex guides on this extremely difficult to use software. I have been a user of Zendesk for over 5 years and never would I expect such a poor experience from Zendesk until they took away our satsifcation comments and hid it inside Explore while placing major hurdles to find.

    Zendesk explore is a complete failure on Zendesk's part.

  • Vincent Dollet
    Zendesk Product Manager

    Hi David,

    Thank you for reaching out. I appreciate that Zendesk Explore being a new tool, there is a learning curve which we are continuously striving to reduce. I would be interested in identifying the main challenges you've been facing - let me know if you'd be willing to spare some time to share your feedback.

    Regarding "satisfaction comments", we are looking into the best way to make them available "out of the box" to Support Admins on Explore Lite. Once done, you will not need to buy Explore Professional nor create custom reports.

    We'll share more information shortly,

    Kind regards


  • David Vassilakis

    Previously I could see the Assignee name, the ticket number, satisfaction and the comment from the customer.

    Not only that I could even click on the ticket number to view the tickets where the rating came from.

    I have been given instructions from support to create "queries"  but as you can see below what I previously could view and currently see are vastly different no one has provided me instructions on how to show the good/bad rating along with the ticket number and comment and being able to click and view the tickets either.  viewing things in queries is messy I can't see things clearly. And not only that I am expected to pay to view something which I could previously view clearly in my prior plan. Now I can't even view the satisfaction properly or clearly, I can't see the ticket numbers which ticket it come from the good or bad. Zendesk Explore is a failure, provide me with instructions on how to do what I previously could cause support has not been able. Zendesk explore is a failure.

  • Nicole Saunders
    Zendesk Community Team

    Hi David Vassilakis

    You should be able to accomplish this by adding "Ticket ID" as an attribute as the first row. 

    Here's information on how to add an attribute to your report

    I hope that helps, but let us know what additional questions you have!

  • David Vassilakis

    Nicole, but previously you could click the ticket id and then go straight to the ticket from within the satisfaction reporting. How does adding a ticket id attribute allow you to click and go directly to that ticket? it doesn't. Zendesk Explore is a failure and this isn't an acceptable solution and doesn't offer what was previously there with the click of one button.

  • Brett Bowser
    Zendesk Community Team

    Hey David,

    Sorry to hear you're less than satisfied with the Explore product. Do know that our Product Managers are always looking to make improvements to the Explore product and greatly appreciate any feedback you can share with us. While I can't guarantee that this will be addressed in the future, I'll be sure to pass your concerns along to the appropriate team so they're aware of the roadblocks you've run into up to this point.

    I realize Explore can be a little overwhelming once you jump in so we're always willing to help where we can as long as it's within the product's limitations.

    I was able to track down the following article that runs users through setting up clickable links in Explore: Explore recipe: Configuring clickable links to tickets

    This requires a bit more manual work I realize but if you do run into any issues setting this up please let me know and I can get a ticket created on your behalf to look into this further.

    Let me know if there's anything else I can assist with in the meantime.

  • Corey

    Brett -


    I completely agree with David's comments.  The information from support staff regarding the creation of queries is helpful, but it doesn't address the main problem.  Satisfaction comments, ratings, and follow up emails could all be previously reviewed and/or created within a few clicks.  In Explore, we'll need to create cumbersome queries to get the information that was previously available instantaneously, and then log the ticket IDs to follow up in Guide individually.  I strongly believe that the change to the satisfaction ratings in Guide is a negative one.  This is less convenient, less efficient and it damages the experience we can provide for our end-users, by providing timely followups to their concerns.  I would appreciate it you shared this feedback with your product managers and appropriate teams as well.

  • Lantos Viktor

    Agreed with the other clients. This is a must-have thing for any customer support team. It should be straightforward, simple to use and as much help as it can be to support the team. This report is not only for leaders/managers but to the team to handle daily issues, critical feedbacks.

    I also spent quite a lot of time trying to figure out how i should replicate the earlier functionality. This is a usability failure that Zendesk needs to handle. The new explore site is slow, unnecessary works outside of zendesk and does not have the basic functions for reports like you had before. Non-acceptable change for sure. Making customized reports are great, but this does not mean you do not need to do the basic ones for your existing users. And like with every development this should have an update, progress something you've added to this. Currently, this is a big step backward. If i would see this interface for the first time i would not even subscribe to the service.

    Please fix this before it is too late. Add these missing items back to the satisfaction tab by making Bad satisfaction tickets clickable or something.

    Thank you

  • Maryse Perron


    I agree with the other clients as well. I should be able to access those comments right away so I can address them as soon as possible with my employees. This is absolutely not efficient nor practical.

  • Jeff

    Thank you David and others for adressing this problem so well. I'm having the same issue and it is disturbing how many things we have to do and learn, so we can achieve something that was easy and free. Zendesk Explore has great potential, but it came out as a raw feature and shows clearly how little Zendesk as a company cared about thir users. And it is too ironic to not notice that a platform with the objective of helping us do the best for costumers, to be so bad with costumers in that matter. 

    You guys should put it back immediately!

  • Brayden Riley

    I agree completely with the other clients. Missing the old way of being able to see all of our reviews without having to "configure buttons" or "exploring recipes".  With all of these comments to people who are reaching out (I'm sure that there are more) about it, why don't you add back the old satisfaction viewing as a separate option? 

  • Justin Fain

    I also agree with everyone here about the differences between Insights and Explore, especially as it relates to CSAT and viewing tickets quickly.  As Jeff said above, "...it is disturbing how many things we have to do and learn, so we can achieve something that was easy and free."

  • Lizyer Maxim

    I am having issue extracting a CVS file for Satisfaction comments as well, I can see that a there's a lot of noise regarding this. When will this be added to explore?

    Managing to extract and view actual comments is really important.

  • Paul Abramson

    Agree with all the commenters above. It's surprising that a smart team like Zendesk would so miss the boat on what a resonable "expected behavior" would be on this issue. And then essentially ignore all the feedback about it.

  • Gemma

    Totalmente de acuerdo con todos ustedes. Es sorprendente que tengamos que dedicar mucho tiempo a rehacer todos los informes que teníamos antes. Explorar nos brinda muchas posibilidades nuevas, pero no es admisible volver a hacer todos los informes que manejamos antes de forma más fácil y gratuita.

    Si veo la respuesta, entiendo que no solo tenemos que volver a hacer el informe, sino con un premio diferente, ¿no?

    Zendesk tiene que facilitar el trabajo a sus clientes, no al revés. 

    Si lanzas una nueva herramienta no solo tienes que informar y capacitar completamente a tus clientes, debes mantener las mismas cosas que tenemos antes, de migrar todos los datos e informes de forma gratuita.

    Recuerda que si quieres recibir una formación completa tienes que pagar (los webinars no son suficientes)

    Resumiendo, tienes que rehacer todo el trabajo que hiciste anteriormente, dedicar más tiempo a hacerlo, pagar si necesitas aprender a hacerlo ... creo que no es muy buena experiencia con el proceso zendesk.

  • Heather H

    I'd have to agree with everyone prior. We've spent the last almost month trying to prepare what data we need to migrate the Good Review/Bad Review view that was previously set up in Insights. With no luck, we've also moved to creating queries and messing around with all options/metrics. Ultimately I just want to be able to see it the old way which consisted of an agent break down by custom dates, good & bad rating score with exact # of tickets rated, and the ability to view the csv or raw data list of the relevant tickets. It literally took less than 5 clicks if that even. Now having to try to create queries and still not even have a full view of the ticket list is so tedious. And disappointing. 

  • Tom Pagut

    Well, it happened. Now we're forced to use Explore and we still do not have an easy way to see Feedback provided by our customers. Cool cool cool cool.......

  • Ricardo
    Zendesk Community Team

    Hello everyone. Thank you very much for all your feedback regarding this topic. Jessica Blake put together a guide that will help you recreate the Satisfaction tab reports in Explore. I understand that it is not the same as having an already made tool that allows you to see your agent's feedback. However, with this guide, you will be able to create a similar tool that you can customize to your needs.

  • Antonio Rodríguez Rasero

    As many people here have said, I'm also very dissatisfied with the forced change from Insights to Explore without automatically replicating all our reports, having to spend countless hours learning how this works and creating everything again from scratch, and to top it off, with less functionality that we used to have (and it takes forever to load!).

    In the old Satisfaction tab, I was able to download a csv including not only satisfaction comments, agent names, ratings or timestamps, but also edits to those comments and changes from Bad to Good and viceversa. Here's an example taken from csv files that I downloaded before the purge:

    - On ticket 226632, I can see the requester changed the rating from bad to good, with the same comment, after a few minutes (the agent had followed up).
    - On ticket 227670, I can see the requester edited the comment to add a word after a few seconds.
    - On ticket 227940, I can see the requester changed the comment entirely and the rating from bad to good after a few hours (the agent had followed up).

    Now, the guide here is a start, but I can only view the "current" or "last" satisfaction comment, not all the edits that were made before, which are very important for me to understand how satisfied our customers are and what our agents are doing to keep them satisfied. I can't seem to find a way to view the same thing in Explore, unless I'm missing something.

  • Tyler

    The C-sat insights dash report worked great for quick follow-ups and basic reporting. Unforntaly, the new explore dash is missing these basic features creating major headaches in our daily and weekly reports as well as unnecessary hurdles for customer follow-ups.

    I've followed the guide/explore recipe for Replicating the insights Satisfaction tab reports in Explore, and it does not actually work. It breaks down at step 8 (linked), and I've talked to support about this but have not had much luck so far. I'm hoping others may have found a workaround.  

    As posted by others, we need to easily be able to see the buckets below so we can follow-up with customers quickly, providing top-level service:

    • Requester
    • ticket ID
    • the agent assigned to the ticket 
    • link to each ticket for customer follow-ups
    • break down by custom dates (day/week/month/quarter)
    • total count of good vs. bad ratings/scores
    • exact # of tickets rated (day/week/month/quarter)
    • the ability to export the CSV

    It literally took less than a minute or two to get everything we needed. Now we have to try to create queries to replace the basic insights dash functionality. However, due to the limitations of Explore reporting, we still do not have a full view of what is needed and provided by many competitors. Overall, Explore is not user-friendly, very tedious, disappointing, and not a better experience. 

    Hoping for a quick fix from Zendesk. 

  • Momtanu Chakraborty


    I agree with the comments of others. Zendesk insights was much easier, and customer satisfaction data dashboard was automatic which was great. I have been trying to create a query as explained in https://support.zendesk.com/hc/en-us/articles/360044199053-Explore-recipe-Replicating-the-Satisfaction-tab-reports-in-Explore. However, whenever I add date column or ticket ID, the query fails to load and is blank. Seems like a data fetching issue for large numbers. When I just select one assignee, it works. Not sure if I am doing anything wrong. I would also like to sort the CSAT results according to time (date, month, year)

  • Oliver



    I agree with the other Zendesk Clients here. Explore is failing to meet our needs and it's such a shame when the reporting/insights tab had everything we needed. I hope Zendesk is taking these needs into consideration.

  • Maria Thomas


    I can only agree with the other Zendesk Clients. I have encountered the same problems concerning the customer satisfaction data dashboard and hope that this information will again be more easily available in the future.

  • Jeanne Berg


    I also wanted to chime in and say that Explore is a complete failure. It's pretty obvious that no thought went into the design of this product as to its user friendliness. We are a 2 person support team. We are too busy actually supporting our customers and don't have the hours necessary to build custom reports - nor do we need them!

    And we should not have to use the the time of our dev team to figure this out!

    I just want to see my customer feedback. I don't think that is too big of an ask.

  • JL


    Like everyone else here it is utterly disappointing how Zendesk got no updates for all of us.

    We upgraded to Growth and got Explore - the Satisfaction portion under Insight is better than Explore. Why not add it too? We need to know the tickets and comments.

  • Milk+Knives

    Zendesk have been receiving complaints about how poorly Explore compares with Insights, especially with CSAT reporting, for more than 2 years now and they have done nothing to improve, fix or appropriately address these concerns.

    As a company which provides Customer Support solutions, it's wild that Zendesk don't take the time to listen to their own customers and do more about this issue. It is time consuming to have to rebuild basic reporting needs from scratch, most of the 'recipes' shared by Zendesk are inaccurate or missing vital steps - and their customers provide more support to each other in the comments than the Zendesk team.

    Zendesk Explore is a case study on how to ineffectively manage change and neglect the user experience. Please take the time to listen to your customers.


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