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
- In Explore, click the query (
) icon.
- In the Queries library, click New query.
- On the Choose a dataset page, click Support > Tickets > Support: Tickets, then click New query. Query builder opens.
- In the Metrics panel, click Add.
- 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.
- 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.
- In Explore, click the query (
) icon.
- In the Queries library, click New query.
- On the Choose a dataset page, click Support > Tickets > Support: Tickets, then click New query. Query builder opens.
- In the Metrics panel, click Add.
- From the list of metrics, choose Customer satisfaction > Rated satisfaction tickets, then click Apply. Explore displays the number of tickets with a satisfaction rating.
- In the Rows panel, click Add.
-
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.
-
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
- From the Chart configuration (
) menu, choose Chart.
- From the Text interpretation dropdown list, choose HTML
- Ensure that the Clickable URL box is checked.
- From the Chart configuration (
) menu, choose Columns.
- At the bottom of the list, hide Column 6 by clicking the 'eye' icon under the Visible column.
- 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
- From the Dashboards library (
), click New dashboard.
- Add the queries listed above to the dashboard. More instructions on adding queries to dashboards can be found here.
- 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.
- Customize the appearance of the dashboard. Further assistance can be found here.
The completed dashboard looks like this:
8 Comments
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!
Yeah Alexis is right, this is definitely majorly broken and not working if you follow your steps. Please update.
Thanks Alexis and Ryan! We'll get this updated and will comment here once any changes have been made.
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!
Thanks for updating so quick, appreciate it!
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.
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?
Hi Oliver, you need to create that attribute yourself using the instructions in this recipe.
I hope that helps!
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