How can I track satisfaction ratings with comments?

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5 Comments

  • Kate Ambash

    Will creating a view allow me to see the comments?

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  • Sabra
    Zendesk Customer Care

    Hey @...! You can add two columns to a View that are related to satisfaction: Satisfaction and Satisfaction reason. The Satisfaction column is going to show the rating (good or bad) and the Satisfaction reason column is going to show the reason selected by the user. There is not currently a column for seeing the Satisfaction comment left by the user. 

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  • Zoran Dimitrievski

    Zendesk automatically archives tickets 120 days after they are marked Closed. Archived tickets are still accessible and actionable but archived tickets are excluded from views.

    So your CSAT's will start disappearing from the View after the 120.

    IS there a workaround regarding this 

     

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  • Dave Dyson
    Zendesk Community Manager
    Hi Jack, you can also use Explore to display satisfaction comments, and they won't disappear when tickets get archived: Explore recipe: Display all customer satisfaction comments
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  • Dave Dyson
    Zendesk Community Manager

    Zoran Dimitrievski I just wanted to let you know we've updated the above article. Thanks for your question!

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