Explore recipe: Percentage satisfaction score based on agent replies

In this Explore recipe, you'll learn how to create a query that shows the satisfaction score rating percentage for tickets that were one-touch, two-touch and multi-reply solves.

What you'll need

Skill level: Easy

Time Required: 10 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Giving agents access to Explore)
• Ticket data in Zendesk Support

How to create the report in Explore

To create the query

1. In Explore, click the query () icon.
2. In the Queries library, click New query.
3. On the Choose a dataset page, click Support > Tickets > Support: Tickets, then click New query. Query builder opens.
   
4. In the Metrics panel, click Add.
5. From the list of metrics, choose Customer satisfaction > % Satisfaction score, then click Apply.
6. In the Rows panel, click Add.
7. From the list of attributes, choose Brackets > Agent replies brackets, then click Apply.
8. From the Visualization type () menu, choose Table.
   
   The query is complete. See the screenshot below for an example of how the report will look.