In this Explore recipe, you'll learn how to create a query that lists all the customer satisfaction comments you've received in your account.
What you'll need
Skill level: Easy
Time Required: 10 mins
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Adding users to Explore)
- Ticket data in Zendesk Support
How to create the report in Explore
Use the following steps to create this report in Explore.
- 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.
- In the Rows panel, click Add.
- Select Customer satisfaction > Ticket satisfaction comment, then click Apply.
Explore displays all the customer satisfaction comments you've received in a table format.
You can add further attributes in the Rows panel such as Ticket ID or Requester name.
To hide the number of surveyed satisfaction tickets
- From the Chart configuration (
) menu, choose Columns.
- Uncheck the Visible icon in Column 2. The number of the column might be different if you have more metrics or attributes in your query.
5 Comments
I followed the steps and I get all 63K survey's how do I limit the report for the current month.
It's really frustrating to see Zendesk remove a default report and then force you to create the same default report yourself, with instructions like this article that doesn't even get you what you need. What good does having all the surveys I've ever had show up? I need to see the most recent, I need to choose a day, month, or year or a specific time frame. Adding time to rows OR columns results in Zendesk Explore crashing or saying there is too much data to populate. When the report does work, I choose a month and year and the satisfaction comments do not change whatsoever. Zendesk has been hugely frustrating for the past three years and this adds to it. Tons of effort being put into CSM sales type software, meanwhile the core features of Zendesk continue to deteriorate. Hate putting Community folks on blast, this goes higher up to the product team and its leadership.
EDIT: Anyone trying to find a way to do a super basic view of satisfaction comments, over a specific time frame (ideally last month) visit this link: https://support.zendesk.com/hc/en-us/community/posts/360052186773-How-to-recreate-the-Insights-CSAT-dashboard-in-Explore?
It includes instructions to another article on how to create a Clickable but you don't really need that so everything you need should be in this article.
I'd also add...
In the Filters at the top, click Add. From there you can search a date option such as "Ticket created Date" and then "Edit date ranges".
I haven't been able to figure out how to create this report with comments included to export. Has anyone had any luck?
Thanks in advance!
Hi Dora Kibbee,
You can easily do this following this recipe https://support.zendesk.com/hc/en-us/community/posts/360052186773-How-to-recreate-the-Insights-CSAT-dashboard-in-Explore
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