Explore recipe: Display all customer satisfaction comments

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12 Comments

  • Joshua Choate

    I followed the steps and I get all 63K survey's how do I limit the report for the current month.  

    3
  • Kevin

    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. 

    7
  • Kathleen Kelly

    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".

     

    0
  • Dora Kibbee-Smith

    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! 

    0
  • Andrei Kamarouski
    Community Moderator
    The Wise One - 2021

    Hi @...

    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

    0
  • AMU Cx Lead

    The query I built is returning multiple duplicates of the comments and is not in alignment with the date filters for my dashboard.  Do I need to add date filters into the query as well, and will they compete with the date range filters I use in my dashboard?

    0
  • Dane
    Zendesk Engineering
    @AMU Cx Lead,
     
    If it does not align with the date filters on your Dashboard, make sure that the query is not excluded from it. Just in case you are still having an issue, it will be better if you contact us through Messaging so that we can personally assist you with it. 
    0
  • Kate Horner

    When I add a column to show the ticket id next to the comment it won't show. I need to be able to see the ticket ID to go back and track it. Help please!

    0
  • Dane
    Zendesk Engineering
    Hi Kate,
     
    This is an interesting behavior. I have created a ticket for your to investigate further. Please wait for my update via email.
    0
  • Frank de Groot

    Dane I'm having the same issue as Kate Horner, ticket ID not showing. Can you please provide me with an update on this?

    Thanks! 

    0
  • Gab Guinto
    Zendesk Customer Care
    Hi Frank,

    Did you also hide Column 2 via Chart configuration → Columns, and do you only have the satisfaction comments and the Ticket ID attribute under Rows? This could be why the Ticket ID column is not being displayed in the table. 
     
    But, let me reach out to you via a ticket in case we need to troubleshoot this further.
    0
  • Frank de Groot

    Just posting for visibility that this was probably on me, tried again, ticket ID added as row and it appeared.

    0

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