Satisfaction Report with Comments

7 Comments

  • Jason Littrell

    Hey Aswin,

    Ticket Channel is listed as "Ticket Via" in Insights. The options aren't as granular as the channel options in rules and views, though. For example, I think the "Web form", "Web Widget", and "Closed ticket" channels are rolled into "web" in Insights.

    You should be able to schedule dashboard emails to your Quality Managers as long as they are set up as agents in Zendesk. If not, you can probably email them to yourself and set up a forwarding rule.

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  • Aswin Kannan

    The main problem is the Reason and Comments are not available in Insights

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  • Amy Waugh

    Reason is called Ticket Satisfaction Reason

    Good/Bad is called Ticket Satisfaction Score

    Comments is called Ticket Satisfaction Comments

     

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  • Aswin Kannan

    Amy - You're a life saver! I don't know how I missed this simple thing, and even Zendesk support wasn't able to figure this out. They said it is not possible to create this report, and that is why I have posted this in Feedback forum. You are amazing, thank you x1000! :)

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  • Pete Holborow

    Going to join this as I have a similar problem. 

    @Amy, I don't see those listed in my Insights, did you have to enable them for reporting somewhere?

     

    I just want to build a report, filterable by a custom field (our products) that shows the main reasons why we've been given bad feedback. I can't find a way to do this in insights.

     

    I found this article: https://support.zendesk.com/hc/en-us/articles/223152967-Working-with-satisfaction-reasons-Professional-and-Enterprise-

    It suggests that I should have these available to me for reports but I don't - can anyone help?

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  • Pete Holborow

    I fixed this issue myself - I was looking in the 'What' section of Insights when I should have been in 'How'.

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  • Aswin Kannan

    I want to see this report on a daily basis regardless of the ticket created date. Basically I want to drill down the tickets that are rated bad yesterday. So if I use Date (Event) filter for Yesterday, it shows me additional tickets in which some event has happened. I'm stuck on which Date filter I have to use. Any help is much appreciated.

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