Explore recipe: Replicating the Satisfaction tab reports in Explore

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13 Comments

  • Alexis Peterson

    I think steps 6-9 need to be rows instead of Columns if you have a large team and/or volume of tickets. The query kept crashing when I did columns, but if I filtered the time periods (current or last month) and added the rows the table looks more like your end result above. Thanks!

    3
  • Ryan Mumby

    Yeah Alexis is right, this is definitely majorly broken and not working if you follow your steps. Please update. 

    0
  • Nicole S.
    Zendesk Community Team

    Thanks Alexis and Ryan! We'll get this updated and will comment here once any changes have been made.

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi, thanks so much for the feedback about this and thanks Nicole for letting me know. There were indeed some issues with this recipe and they are now fixed. Please don't hesitate to let us know if you find any other issues!

    0
  • Ryan Mumby

    Thanks for updating so quick, appreciate it!

    1
  • Gemma

    hello I'm trying to do this report in explore, and I did it but I don't get add the data filters as in the picture. 

    I don't know how to customize them as in the picture. I've tried to minimize, remove the tittle, put it in the background, ...etc

    It sure is silly, but I can't.

    thanks for your help.

    0
  • Oliver

    Hello,

    I'm not finding "Calculated attributes > Clickable link (the custom attribute you created)" on my end. Is this feature still available or has the name changed?

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi Oliver, you need to create that attribute yourself using the instructions in this recipe.

    I hope that helps!

    0
  • Jeanne Berg

    Sorry but this is ridiculous. More than 24 steps to try to recreate a function that we had.

    Please let me know what "Moderate' skill level means?

    It's pretty ironic that a tool for supporting customers, fails its own customers.

    2
  • Rob Stack
    Zendesk Documentation Team

    Hi Jeanne Berg, thanks for the feedback. The Zendesk Support pre-built dashboard does contain a Satisfaction tab. If there are any reports you feel are missing from that, we'd love to know. This recipe is intended as a dashboard tutorial for those who'd like to recreate a close copy of the original version from Insights.

    "Moderate" is an estimated indication of the complexity of the recipe. Usually, moderate indicates that the report contains some custom metrics and attributes so is a level above simple.

    I hope this helps and thanks again!

    -1
  • Oliver

    Hi Rob,

    I do feel there is something missing from the pre-build Satisfaction tab. There should be a pre-built tab that allows managers & admin to review the comments left by satisfied and unsatisfied customers. These comments should be easily connected to a ticket number and agent. The original satisfaction reports had this and I wish Zendesk would bring something like this back. I was able to recreate one in my own Explore account however, it's still not as clean as the old satisfaction reports and takes a while to load properly. 

     

    1
  • Rob Stack
    Zendesk Documentation Team

    Hi Oliver, thank you for this feedback. I think this is indeed a good candidate for a pre-built report and will pass this feedback on. In the meantime, I'm glad you got this working!

     

    -1
  • EllaS

    Hi Rob Stack, I would like to second Oliver's feedback about the need for a pre-built tab that allows admins to review feedback comments, which also include the ticket # and the agent. Thank you! 

    4

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