How to Get CSAT Survey Ratings for Tickets Solved by differnt Agents

When a ticket in Zendesk is reopened and then solved by a different agent, you might want to track the Customer Satisfaction (CSAT) survey rating specifically for each solving event. This guide will walk you through creating a report in Zendesk Explore that captures the CSAT rating every time a ticket is marked as solved by a different agent, including after ticket reopenings. 

 

What You Will Learn

• How to identify the agent assigned to the ticket at the time of the CSAT response
• How to see each satisfaction score for reopened tickets solved by different agents

 

Steps to Create the CSAT Rating Report in Explore

1. In Explore, Click the Reports icon on the sidebar.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Support > Support - Updates history, then click Start report.
4. In the Metrics panel on the left, click Add and Search for and select the metric Updates. Select the aggregation method to D_COUNT
5. In the filter, Add a filter "Ticket Solved"
6. Add the following attributes:
   • Ticket ID
   • Update ID (each ticket update has a unique ID)
   • Ticket Update Timestamp (to see when each update occurred)
7. Add the default attribute Changes - Field Name. In this attribute select satisfactions_score to focus on CSAT rating changes.
8. Add below attributes in row to show the CSAT scores before and after the update:
   • Changes - Previous Value
   • Changes - New Value
9. Add attribute Update Ticket Assignee to display the name of the agent assigned when the CSAT rating was recorded.

Final Result