Explore recipe: Ticket creation events

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2 Comments

  • Tina Yates

    Hi, In Insights I am able to report on Satisfaction results within a time line or filtering date (event).  How does that work within Explore?  I do not see the options not sure if the above addresses it, can you advise.  thanks

     

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  • Elissa
    Zendesk Community Team

    Hello Tina Yates,

    It really depends on what you're looking to see exactly. The Ticket Updates dataset is an excellent one to use if you want to see the actual specific rating actions on the tickets and when those actions were taken. There are a number of satisfaction metrics in that dataset, including ones that show when a customer switched an existing satisfaction rating from bad to good, or from good to bad.

    If you're looking for more of a count, or a historic count you can use the Tickets or Backlog dataset respectively. 

    All of the metrics for these different datasets can be found in this reference: Metrics and attributes for Zendesk Support.

    Here's an example of something you could do with the Ticket Updates dataset:

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