In this Explore recipe, you'll learn how to create a report that shows you any bad satisfaction ratings submitted with a comment in the previous day and the ticket group to which the ticket was assigned.
If you're looking for more help with creating satisfaction reports in Explore, see Explore recipe: Replicating the Satisfaction tab reports in Explore.
What you'll need
Skill level: Easy
Time Required: 15 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket data in Zendesk Support
Creating the report
To create the report
- In Zendesk Explore, click the reports (
) icon. - In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Updates history, and then click Start report. The report builder opens.
- In the Metrics panel, click Add.
- From the list of metrics, choose Customer Satisfaction > Bad initial satisfaction ratings, then click Apply.
- In the Rows panel, click Add.
- From the list of attributes, expand Ticket, choose Ticket ID and Ticket group, then click Apply.
- From the same list, choose Customer satisfaction > Ticket satisfaction comment, then click Apply.
- Click the Ticket satisfaction comment attribute you just added, then on the Excluded tab, tick NULL to exclude ratings without comments.
- In the Filters panel, click Add.
- From the list of attributes, choose Customer satisfaction > Ticket satisfaction rating, then click Apply.
- Click the Ticket satisfaction rating filter you just added, then on the Selected tab, tick Bad.
- In the Filters panel, click Add.
- From the list of attributes, choose Time - Ticket update > Update - Date, then click Apply.
- In the Filters panel, click the Update - Date filter you just added, then click Edit date ranges and set the date range to Yesterday.
You've completed the report. The screenshot below shows an example of the completed report.