Explore recipe: Reporting on customer satisfaction sent by email

What's my plan?

All Suites

Professional, Enterprise, or Enterprise Plus

Support with

Explore Professional or Enterprise

In this Explore recipe, you'll learn how to create a report that shows a log of customer satisfaction rating survey requests sent, split out by requester name and email.

What you'll need

Skill level: Beginner

Time required: 10 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Giving agents access to Explore)
• Ticket data in Zendesk Support

Building your report

1. In Zendesk Explore, click the reports () icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
4. In the Metrics panel, click Add.
5. From the list of metrics, choose Tickets and then click Apply.
6. In the Rows panel, add the attributes Requester name and Requester email and click Apply. 
7. In the Filters panel, click Add, select Ticket satisfaction rating, and click Apply.
   
8. Click the Ticket satisfaction rating filter you just added, select Offered, and click Apply. 
9. Give your report a descriptive name and click Save.

The Explore report is now complete. This report shows the number of tickets, split out by requester name and email, where a customer satisfaction rating survey request was sent (but received no response). 

Tip: To report on survey requests that were responded to, update the Ticket satisfaction rating filter to show the Good and/or Bad values, as desired.