View/export Satisfaction Comments

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115 comments

  • Official comment
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    Steven Yan

    Hi everyone, we are planning to release this feature into private beta the week of December 8th. We will be starting with our highest ticket volume customers first so we can properly validate that this feature works well on large accounts.

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    Jimmy Bowers

    +1    This is definitely a must have, I'd love to be able to extract the comments in Gooddata too.

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    Shane Donnelly

    I would also like to be able to extract the comments.

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    D. E. Dolly Higgins

    I am loving this feature too -- what I would love more would be a way to push the positive comments to my company twitter or facebook account.

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    Paul Fennell

    +1

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    Douglas Ormerod

    +1

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    Lindsay W.

    +1

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    Heidi Helm

    Me too.

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    Chris Bruggeman

    +1

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    Grace Look

    Exporting the comments will be great so we can really zero in on what needs to be improved for each agent or whether the poor rating is due to a broken process rather than the agent's service.

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    Jake Holman

    We're hoping to include this within the next 30 days.

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    Roberta Davenport

    Looking forward to it, you guys rock hard!

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    Jake Holman

    Hey guys, we've implemented a new placeholder to show you comments made during satisfaction surveys. This allows you to set up email notifications to email you when a rating has been made and include a comment if there is one. 

    More details here https://support.zendesk.com/hc/en-us/articles/203662256#topic_hlb_fjw_cc.

  • Avatar
    michaelsablone

    @jake

    i mean, i know that this satisfaction thing is in beta and everything, and we should be happy that it even exists, but the idea is so great, it's a shame to see it be so limited.  we've only been using the satisfaction stuff for 2 weeks and there already have been all kinds of valuable insight into how our customers really feel about our service.

    i'm speaking for myself here, but there is something unique going on with these comments.  we both know that they are not anonymous, but for some reason, when people leave a comment after it's been solved, and it's outside the "comment continuum", for some reason, it seems like people feel safer giving an honest opinion.  maybe it's because the ticket is solved.  good or bad, it's over -- and either the person was helped or not, and i think there is going to be some genuine honesty coming out of these comments.

    and that brutal, genuine honesty is absolute gold for customer service.

    but the current system of having to rummage through each rated ticket (and it seems like they load after DOM load that then requires a double click back to the list) -- it's just really tough to find new ones and get a solid report.  i did look at the new email notification system, and i have implemented it, but i'm not sold that email is the right delivery, reporting, and review system for this excellent data.  an inbox full of email -- kinda clunky.

    honestly, as a developer, i think the first implementation should be some kind of target/trigger so that when people leave a comment, that information can be posted via http to a custom url that we can then do what we want with.  i imagine it's a lot like your email system without all the overhead of email.

    that way, we can send it to a server application that can save them, create reports, statistics, etc.

    another thought that would take way more thought to implement based on the complexity of users/groups/etc would be to create rss feeds of satisfaction.

    basically, what i'm trying to get through here, and it sounds like the rest of the users on this thread want is a way to get a global snapshot of the most recent commentary on our support systems.  it seems so close already -- we're just missing the money-shot "view".

    thanks for listening!

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    Jake Holman

    @Michael: I agree. If there weren't a massive, technical limitation elephant stood in the way of us implementing a comments export/report, then it certainly would have been done to begin with. Unfortunately, that elephant hasn't died yet. 

    You probably can do what you mentioned toward the end there, sending comments externally. We have this concept called "Targets" which you can get Triggers or Automations to fire. One target, the HTTP Target, allows you to GET/POST to an external server, using simply a URL. The URL can be populated with parameters such as, for example, ?satisfaction_value={{satisfaction.current_value}}&satisfaction_comment={{satisfaction.current_comment}}&ticket_id={{ticket.id}}

    This might allow you to do as you mentioned, but I haven't tested this myself yet.

  • Avatar
    michaelsablone

    @jake -- thanks for the response -- i actually did figure that out on my own last night, and wrote my own little application with some PHP magic.  it's the money shot view i was after, and it works like a charm.  my next trick is gonna be to convert it to a widget!  i'd be happy to show it to you in an offline conversation -- feel free to email me directly.

    i know all about the elephants.

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    Adam Goolie Gould

    @MIchael - any chance of posting that php and widget code?  

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    Jamie Pears

    I'd be really interested to see this code as well...

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    Scott Chester

    Whatever happened to a simple way to review comments? It should be as simple as a ticket view that shows the comments based on a range specified.

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    Vincent

    +1000

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    Jake Holman

    Hey guys. While I can't deliver on the original request just yet, we did add something which will hopefully help some of you.

    https://support.zendesk.com/entries/21252516-new-satisfaction-conditions-for-rules-and-fixed-stuff

    You can now create Views, Triggers and Automations based on whether a ticket has a rating with a comment or not. 

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    Rosanne

    Thanks Jake.  I just found the view option, however, it limits me to the # of responses I get.  I only get 59 responses, no matter how many I have, regardless of the filters I select.  Am I doing something wrong?

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    michaelsablone

    hey all -- i have packaged up what i'm using.  it's certainly not the slickest implementation in the world, but it works for us.  gives us just the view we need.  you can download it and install it as you like.  there is a "how-to" folder that will get you up and running in 4 steps.  hope it helps!

    hypergeneric.com/corpus/zendesk/display-satisfaction.zip

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    michaelsablone

    disclaimers!

    feel free to use/abuse/recycle as necessary.  you will want to change line 22 in write.php to accommodate your own timezone as listed here: php.net/manual/en/timezones.php

    also note that it won't display any existing entries -- it will only show new, incoming requests.  i have the display set to the last 100, but the data.txt flatfile it writes will contain a log of everything -- there is no archiving employed, so if you get thousands and thousands of entries, you may want to .old the data.txt file periodically if it becomes an issue (although it shouldn't -- since php is only appending to the flatfile, unless you start reaching > 1gb you should be ok).

    the good news is that the data.txt file is a serialized php array that you can use later down the line and parse how you see fit if you ever want to change up how you're managing the incoming comments using the eval() statement and parsing accordingly.

    like i said -- it's not as elegant as it could be, but it's gotten the job done for my 15 minutes of coding!

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    Arnaud de Theux

    @Michael cool, thanks for that! I'll recycle it in Python and post it here when done ;-)

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    TJ Baker

    Will be most excellent when we're able to export comments :)

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    Shane Davey

    +1

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    Jeanne

    Definitely need to be able to export the comments.

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    Nick

    Exporting satisfaction comments in general would be great. Being able to export them filtering by tag or custom field associations better. Being able to integrate this option within GoodData - best.

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    Nicholas Szeto

    Adding my vote for this feature.

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