In this Explore recipe, you'll learn how to create a report that shows the satisfaction score rating percentage for tickets that were one-touch, two-touch and multi-reply solves.
What you'll need
Skill level: Easy
Time Required: 10 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket data in Zendesk Support
How to create the report in Explore
To create the report
- In Explore, click the reports (
) icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
- In the Metrics panel, click Add.
- From the list of metrics, choose Customer satisfaction > % Satisfaction score, then click Apply.
- In the Rows panel, click Add.
- From the list of attributes, choose Brackets > Agent replies brackets, then click Apply.
- From the Visualization type (
) menu, choose Table.
The report is complete. See the screenshot below for an example of how the report will look.
2 comments
Lauren Williams
Is there any way to do this for chat tickets, but focused solely on the chat conversation itself?
0
Christophe Tiraboschi
Hi Lauren,
Chat goal is currently not part of the Zendesk Chat dataset, so we cannot report this directly in Explore. You can find all the metrics and attributes for chats in this article: Metrics and attribute for Zendesk Chat.
However, you can attribute conversion to specifics chats. For more information on this topic, check out our Measuring business goals with conversion tracking.
There is also the option of using Google Analytics to report on chat conversion. You can find more information here: Tracking goals and conversions with Google Analytics and Using Google Analytics with Zendesk Chat.
I hope this helps!
0