Create a view to track all the Support tickets that received a satisfaction rating with a comment.
Note: Views do not show archived tickets. To report on CSAT data for historical tickets, see the article: Explore recipe: Display all customer satisfaction comments.
To create the view
- In Support, add a new view
- Under Tickets must meet all of these conditions to appear in the view, add the condition Status Category | Greater than | New
- Under Tickets can meet any of these conditions to appear in the view, add the below conditions
- Satisfaction | Is | Good with comment
-
Satisfaction | Is | Bad with comment
- Under Formatting options, add the Satisfaction column. If turned on for your account, you can also add the Satisfaction Reason column.
- Satisfaction displays whether the rating is good or bad
- Satisfaction Reason displays the predefined options your customers select when they give a negative rating. For more information, see the article: Working with satisfaction reasons.
- Click Save
Note: In accounts with custom ticket statuses deactivated, use the condition Status instead of Status category.
There's no column that shows satisfaction rating comments in a view.
For more information, see the article: About CSAT (Customer Satisfaction) ratings in Zendesk Support.
15 comments
Kate Ambash
Will creating a view allow me to see the comments?
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Sabra
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
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Dave Dyson
Zoran Dimitrievski I just wanted to let you know we've updated the above article. Thanks for your question!
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Josh
What happened to the easy built in report that was in the reporting area? Who's idea was it to remove this? It's extremely hard to gauge satisfaction now.
1
Sean Flaherty
It's really terrible that you can't export comments unless you have Pro or above on Explore. Kinda screws the poors.
1
Trinity Opoka
How can I find more information on benchmarking bad to good satisfaction ratings? We want to concentrate to turning bad satisfaction ratings around, but I need a benchmark.
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Jason Schaeffer
The best resource we have for this is linked for you below. It will discuss responding to Bad Satisfaction and how to overall improve your score.
Improving-satisfaction-ratings.
Thanks!
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Trinity Opoka
Thanks @.... Is there specifically information on benchmarking how many bad scores we should strive to change to good?
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Dave Dyson
There isn't really any kind of standard for how many Bad ratings you should strive to change to Good. It's not a bad practice to respond to Bad ratings to reflect and validate when that's appropriate, or if you have concrete steps you can take to improve the immediate situation. And looking for patterns in Bad ratings is a good way to find and remove pain points in your products or services. But when someone's had a bad experience, it's ultimately going to be up to them if any remediation steps taken by you are enough to change their opinion of the interaction they had from "bad" to "good". Ultimately, my advice would be to use focus effort on preventing future Bad ratings where you can.
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Trinity Opoka
Thank you, Dave.
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Dave Dyson
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Ryan Thrash
I would really, really love to see the comments that users leave in views without having to dig into Explore or the tickets themselves.
1
Julia
Also echoing Josh, Sean, and Ryan's comments. It would be nice to not have gotten rid of this functionality and made it a paid-only feature with the switch from Reporting to Explore. It's quite unfortunate for those of us with limited budgets that would like to see what customers wrote for their satisfaction without opening every single ticket to see if it has a comment.
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