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Explore recipe: Determine ticket assignee when satisfaction rating is given



Edited Jun 21, 2024


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15 comments

@...

I'm trying to get just a list of rated good tickets by ID excluding certain topics. And everything works except when I apply the TICKET ID requirement. 

I've also added count of tickets just in case - but no options work. I've tried in both the tickets dataset as well as the tickets updates dataset - but adding in the ticket ID removes all results. Not sure if this is a bug - or why explore won't return good satisfied comments with ticket ID's

Any help would be appreciated

Bart

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Christopher Stock

Zendesk LuminaryCommunity Moderator

Hi @..., it's definitlely possible to do what you're trying to do. I suspect that your query is returning to many rows, and that's why it's blank. If this is the case you'll see a red warning message at the bottom of the query pane.

A couple of suggestions that should help:

  1. Try limiting the number of tickets returned by filtering to only tickets Solved within a narrower time frame (e.g. this year, or last 6 months).
  2. Add a filter for 'Ticket satisfaction rating' to show only the good rated tickets.

If you only want to see tickets that have a comment you should select the COUNT(Good satisfaction tickets w/comment) metric. You'll then need to set the metric filter to only show rows where the value for that metric is one.

Hopefully this gets you where you want to be.

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Heya @...

Thanks for the suggestions. We've only used it for a few months, but adding in a filter actually populated it. 

One thing that doesn't work however is if I add to the filtered sections an option to exclude a specific custom field like the ticket topic, it still returns tickets that have this topic.

I thought I'd try the same by adding to the filter the exclusion by tag, but it still populates the report if even when the tag is on the ticket.

I will continue to tinker with it. 

Thanks again for the quick update

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Christopher Stock

Zendesk LuminaryCommunity Moderator

There's no reason that shouldn't work. I've tested it on my account and can exclude tickets with certain values in our custom fields. Try the metric filter if you haven't already, otherwise it might be that there is an issue with your account that Zendesk need to take a look at.

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Hi. This article was really helpful. Can you please tell me how to pull the last satisfaction score date? 

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Elaine

Zendesk Customer Care

Hi Cherie,

At the moment, there's not a way to natively pull out the data on when an end-user last rated a ticket. We recommend using the Solved date instead since the satisfaction survey is sent out when the ticket status is set to Solved as per this note in the article About CSAT(Customer Satisfaction) ratings in Zendesk Support:

Hope I was able to clarify this one. Cheers!

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@... - I see that Melanie never responded to you, but it sounds like she has a similar situation as us.

The issue comes down to the rating following the ticket instead of sticking with original assignee who was rated. This is currently affecting bonuses on my team. Here's the flow:

  1. Requester gives a bad rating to a ticket from Assignee 1.
  2. Assignee 1 escalates ticket to Assignee 2.
  3. Assignee 2 takes over the correspondence and the bad rating reflects on their stats instead of #1's.

We offer quarterly bonuses to some of our senior folks for maintaining a high satisfaction score and this scenario is penalizing them unfairly.

What's the workaround for that?

 

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Chris Bulin

Community Moderator

Hi Joshua Bentley! It looks like one of the suggestions I had for Melanie would work if you only want CSAT to be reflected at the final resolution. In those cases, Assignee 1 would not have the opportunity to receive a CSAT score for a ticket that was escalated. If you do want to preserve the CSAT opportunity for both, then you would have to set up a system that relies on your agents to reassign tickets back to the previous assignee. However, using the formula in the article above to see who sent the CSAT request and showing their ratings in that way would allow you to get the information you need for bonuses.

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Thanks, @...! I think I understand what the results are now. Ideally, I'd be able to have A1 and A2 each have their own score/opportunity even if it's for the same ticket, but that doesn't seem possible unless I use a 3rd party solution.

I think the closest I'll be able to do is set up a trigger where if a rating was given THEN it was escalated, to add a tag of some kind that I can use in my queries to filter out those tickets from someone's score.

I wish Zendesk's score could be attached to an assignee according to an event in a given time frame so the score was more about the agent than about the ticket.

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Chris Bulin

Community Moderator

You're welcome Joshua Bentley! Yes, tagging is a great way to control for this. We actually have a ticket field for escalations that we use.

You can also create a trigger that assigns those tickets back to the original assignee based on that tag.

I am torn about whether it's better for the CSAT to follow the ticket (we often use that to look for tickets that we can use for our QA sessions) or the person. We don't have any incentives for CSAT though, so it's not as large an impact for us.

It might be worth filing a feedback ticket to request the desired behavior. I know the PMs look at those postings. Best of luck!

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How can we turn this into a CSAT percentage per agent?

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Jupete Manitas

Zendesk Customer Care

Hi D.Fitz, thanks for writing in! You can edit the default CSAT report or you can create your own report and use the % of the display format to get the percentage per agent. For reference, you can try to follow this recipe here: Explore recipe: Reporting on customer satisfaction by agent. You can also see more CSAT recipes here: Explore recipes reference. We hope this information helps!   

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Sorry this is not a ZD explore question but somewhat related. What if assignee #1 took 1 month to fix the ticket and the ticket sits there for a too long then assigned the ticket to assignee #2 then resolved the ticket. So the CSAT will be against assignee#2 although the touch point is just a day vs 1 month of assignee #1. Do we have a work around for this?

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Joyce

Zendesk Customer Care

Hi Nikki,
 
We saw that you also posted this comment in the article Who receives the satisfaction rating if a ticket is reassigned? Kindly see our response here.

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Hello,

Is there a solution to the issue with the reports mentioned above?

We specifically need the CSAT rating to reflect multiple agent CSAT scores for a single messaging or support ticket. For example, if a good rating is given to A1 and a bad rating to A2, we should be able to see both in the report. Currently, I don't have visibility of this.

This issue is hindering the accurate tracking of the agents' overall KPIs and performance.

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