Explore recipe: Bad ratings with comments

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9 Comments

  • Micky Clutario
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    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.

    3
  • Brett - Community Manager
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    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!

    1
  • David Vassilakis
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    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.

    1
  • Vincent Dollet
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    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

    Vincent

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  • David Vassilakis
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    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.

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  • Nicole - Community Manager
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    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!

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  • David Vassilakis
    Comment actions Permalink

    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.

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  • Brett - Community Manager
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    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.

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  • Corey
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    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.

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