Explore recipe: Determine ticket assignee when satisfaction rating is given

What's my plan?

In this Explore recipe, you'll learn how to create a report that helps determine which agent was assigned to a ticket when the requester filled out the satisfaction survey. If you haven't enabled satisfaction surveys, see Using CSAT.

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

1. In Explore, click the reports () icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Support > Support - Updates history, then click Start report. The report builder opens.
4. In the Metrics panel, click Add.
5. From the list of metrics, choose Updates > Updates, then click Apply.
6. In the Rows panel, click Add.
7. From the list of attributes, choose the following:
   - Ticket field changes > Changes - Field name
   - Ticket field changes > Changes - New value
   - Ticket field update values > Update ticket assignee
   - Ticket > Ticket ID
8. When you are finished, click Apply.
9.  Click Changes - Field name, then on the Selected tab, tick satisfaction_score, then click Apply. This will filter the results to show only changes to the satisfaction rating.
   
10. Click Changes - New value, then on the Selected tab, tick good and bad, then click Apply. This will filter to show when a change was made to the satisfaction score, either good or bad.
    

You've finished the report. Your results will look like the screenshot below:

Next steps

The next steps are optional for a new report and should be used if you want to see specific instances where ratings were changed from good to bad, or vice versa. 

1. Open a new report in the same dataset as above, Support: Updates history.
2. In the Metrics panel, click Add.
3. From the list of metrics, choose Customer satisfaction > Bad to good satisfaction ratings and Customer satisfaction > Good to bad satisfaction ratings, then click Add.
4. In the Rows panel, click Add.
5. From the list of attributes, choose Ticket field update values > Update ticket assignee and Ticket > Ticket ID, then click Add.
6. From the Result manipulation () menu, click Metric filter.
7. On the Metric filter page, set each metric range to filter out results less than one. For more information, see Selecting the metric result range.

See the screenshot below for an example of this report.