Question
How can I track satisfaction ratings with comments?
Answer
You can create views to track all the tickets with satisfaction ratings.
To create a view to track satisfaction ratings with comments
- Add a new view.
- Under Tickets must meet all of these conditions to appear in the view, add the condition below.
-
Status Category | Greater than | New
Note: In accounts with custom ticket statuses deactivated, use the condition Status instead of Status category.
-
Status Category | Greater than | New
- Under Tickets can meet any of these conditions to appear in the view, select:
- Satisfaction | Is | Good with comment
-
Satisfaction | Is | Bad with comment
If you want to see all your satisfaction ratings with a comment or not, since the Satisfaction condition is numeric, starting at Unoffered and counting up to Bad with Comment, use the Greater than | Offered setting to see all tickets where satisfaction was given:
Finally, under Formatting options add Satisfaction and, if you have it enabled, Satisfaction Reason in order to display more information on the view page.
- Satisfaction displays whether the rating is good or bad.
- Satisfaction Reason displays the predefined options customers can select from when giving a negative rating. For more information, see the article: Working with satisfaction reasons.
Views cannot display CSAT comments.
Note: Views do not include archived tickets. To report on CSAT data for historical tickets, see the article: Explore recipe: Display all customer satisfaction comments.
For more information, see the article: About CSAT(Customer Satisfaction) ratings in Zendesk Support.