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Explore recipe: Viewing Stella Connect Star Ratings as positive and negative CSAT scores



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Rob Stack

Zendesk Documentation Team

Edited Jun 21, 2024


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Hi Rob, 

How do I add the calculated Metrics Stella Connect: Star rating to the Calculated Metrics list?

I assume I have to create the formula but I don't know what that should be. Can you help?

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Rob Stack

Zendesk Documentation Team

Hi Nicholas Estrada, thanks for pointing this out. The Stella Connect: Star rating is in fact a custom field, not a calculated metric. The best way to find it is to do a search in the add metric menu. I've updated the article to reflect this. Thanks again!

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Thanks Rob, 

Also, I believe the Stella Rating (Neg or Pos)  formula needs to be updated. I added the formula

IF (VALUE(Stella Connect Star Rating)<4) THEN "Negative" ELSE "Positive" ENDIF

But I was receiving an error that "Stella Connect Star Rating" was an unfound metric. When I added a colon, ( : ) between Stella Connect and Star Rating the formula worked. Here is my formula: 

IF (VALUE(Stella Connect: Star Rating)<4) THEN "Negative" ELSE "Positive" ENDIF

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Rob Stack

Zendesk Documentation Team

Hi Nicholas Estrada, thanks a bunch for spotting that. You're correct, and I've fixed that formula. We really appreciate your help. Thanks!

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Hi Rob,

Is there a way to add the count of negatives and positives on top of the percentages? When I add the count of Stella Rating (Neg or Pos) it changes the percentages to count. Is there to view both?

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Rob Stack

Zendesk Documentation Team

Hi Danielle Anne Zulueta, someone will correct me if I'm not correct, but I don't think you can do that in a single query. What you could do is create a second query using a count. You can then add both queries to a single dashboard to display them together. I'm not sure this would completely suit your needs, but I hope it helps. Thanks!

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Can you receive Stella ratings within the ticket in Zendesk?

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The metric Stella Connect: Star rating is not coming up for me. I have tried contacting Stella support to make sure data return is enabled, and I've tried reinstalling Stella in Zendesk. My surveys are sending, and I can pull up tickets to QA on the Stella site. Do you have any tips for troubleshooting this? 

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Following up on my own question: I had reached out to Stella support before to make sure data return was enabled. I reached out again to clarify that I still did not have fields in Zendesk created by Stella, which is why I wasn't seeing the Metrics. Once I did this, they were able to create the fields for me, which solved my problem. 

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