In this Explore recipe, you'll learn how to create a report 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 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 > 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 report.
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!
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
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?
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.
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!
This is an interesting behavior. I have created a ticket for your to investigate further. Please wait for my update via email.
Dane I'm having the same issue as Kate Horner, ticket ID not showing. Can you please provide me with an update on this?
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.
Just posting for visibility that this was probably on me, tried again, ticket ID added as row and it appeared.
Dane, I am having the same issue. I have gone through the support comments and tried everything and ticket id is still not showing up. Please help! Thank you.
Hailey Gould Try it this way
Kate Horner When I do it that way, this is what I get:
Hailey Gould Try changing the filter at the top to "Ticket Solved - Date"
What do you have in your Metrics and rows?
Kate Horner Metrics: COUNT(Surveyed Satisfaction Tickets), COUNT(tickets)
Rows: TIcket satisfaction comment, ticket solved - date, asignee name, ticket satisfaction rating, ticket id.
I just attempted to change the filter to Ticket solved - date and I still see the same thing as before.
Hailey Gould I changed the order of my rows to have my Ticket ID's appear after the ticket solved date. 📌I had to use the scroll bar to go all the way over before to see the ticket ID. By changing the order of it in the rows it bumped it two the second column for easy visibility.
For Metrics I have
Kate Horner I have done all of that and it is blank, when I scroll there is nothing as shown in the first screenshot I attached.
Hailey Gould I would start a ticket with support to have them remote in then to see what is happening in the report. That is odd that it won't show. Sorry I couldn't be of more help!
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