Explore Recipe: Replicating the Satisfaction tab reports in Explore

Before you updated to Explore, Zendesk Support contained a Satisfaction tab with reports including satisfaction ticket IDs and comments. This recipe shows you how to replicate the reports in that tab using some pre-built reports in Explore and two custom reports.

Note: there is a Satisfaction tab in the new Zendesk Support pre-built dashboard in Explore. For more information, see Getting started with pre-built dashboards.

What you'll need

Skill level: Moderate

Time Required: 30 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Adding users to Explore)
• Ticket data in Zendesk Support

Creating the custom queries

Query 1: Surveys sent

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 > Surveyed satisfaction tickets, then click Apply. Explore displays the number of satisfaction surveys that have been sent.
6. Give the query a name like Surveys sent, then click Save.

Query 2: Feedback

Before you create this query, follow the instructions in this recipe to create a custom attribute for clickable ticket ID links.

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 > Rated satisfaction tickets, then click Apply. Explore displays the number of tickets with a satisfaction rating.
6. In the Rows panel, click Add.
7. From the list of attributes, choose the following attributes:
   • Assignee > Assignee name
   • Customer satisfaction > Ticket satisfaction rating
   • Ticket satisfaction comment
   • Ticket satisfaction reason
   • Calculated attributes > Clickable link (the custom attribute you created)
     When you are finished, click Apply.
8. Reorder the columns by dragging and dropping the attributes so they appear in the following order:
   • Assignee name
   • Clickable link
   • Ticket satisfaction rating
   • Ticket satisfaction reason
   • Ticket satisfaction comment
     
9. From the Chart configuration () menu, choose Chart. 
10. From the Text interpretation dropdown list, choose HTML
11. Ensure that the Clickable URL box is checked. 
12. From the Chart configuration () menu, choose Columns. 
13. At the bottom of the list, hide Column 6 by clicking the 'eye' icon under the Visible column.
    
14. Give the query a name, then click Save.

Tip: If you've sent out a lot of satisfaction surveys, this might result in a long table that is unmanageable. In this case, consider adding a date filter to the Filters panel to limit the results. For example, you could filter the report to show only tickets created in the last week.

Creating the dashboard

What you'll need

• The two custom queries created above
• The following default queries from the pre-built support dashboard:
  • Satisfaction: Satisfaction score [default]
  • Satisfaction: Good satisfaction tickets [default]
  • Satisfaction: Bad satisfaction tickets [default]
  • Satisfaction: Satisfaction rated ratio [default] 

Creating the dashboard 

1. From the Dashboards library (), click New dashboard.
2. Add the queries listed above to the dashboard. More instructions on adding queries to dashboards can be found here. 
3. Add the following data filters to the dashboard:
   • Time filter
   • Ticket satisfaction rating
   • Ticket satisfaction comment
   • Ticket satisfaction reason
     More information on adding data filters can be found here. 
4. Customize the appearance of the dashboard. Further assistance can be found here. 

The completed dashboard looks like this: