Explore - Reporting CSAT by Date Survey Taken

8 Comments

  • 長谷川 真希

    Hi there,

    I had trouble making this metric because we use Japanese as our default language in Zendesk, and the metric is on the picture (can't copy and paste). So I share the formula for the ppl who are in the same situation.

    Zendesk の言語が日本語の場合、ここで紹介されている測定基準を編集する必要があり、Zendesk サポートから正しく設定できる方法を教えてもらったので共有します。

    IF([変更 - フィールド名] = "satisfaction_score" AND 
    ([変更 - 新しい値] = "good" OR
    [変更 - 新しい値] = "bad")) THEN
    [チケットID]
    ENDIF
    1
  • Gentry Geissler
    Zendesk team member

    Hi Jason,

    Thanks for that question! It looks like you'll need to use custom metrics under the Ticket Updates dataset to get that data. Basically, we're looking for the satisfaction field value to change from something to good or bad. There are some caveats if ratings changed a lot on the same ticket, because it could potentially return more than one entry per ticket if a user changed their mind on satisfaction. See the screenshot below.

    I hope that helps!

    0
  • Jason D.

    Hey Gentry,

    That is a great start and thanks for that, but is there anyway that it can be done in an attribute? Because I use this in my Support: Tickets, Users, Organizations data set to see how the CSAT is doing over time.

    0
  • James Sanford

    Hey Jason!

    Please note that you are using a dataset that is not on the most current schema (Support: Tickets, Users, Organizations) and we would recommend following the process outlined in Which datasets use the latest data schema? to make sure you are using a current dataset schema.

    Since you are looking to show this data based on the time of the event it would be necessary to use the Ticket Updates Dataset.  If you wished to make a comparison between these two Queries we would recommend placing both of those on a Dashboard side by side so that you can see those long term trends in relation to the time of the event of those ratings.  Please note that if you are using the Tickets dataset to view the long term trends of this and using a date dimension such as Date Solved then the you are seeing that data based on the Date the Ticket was Solved and not the Date of the Satisfaction Rating event.  You may wish to move your current report over to using the Ticket Updates dataset as well if you wished to review those trends based on the date of the rating as well.

    0
  • Jason D.

    Hey James,

    Thanks for this, I have been playing around with this and my question is, is there a way to put Satisfaction Score in combination with CSAT Date Rated metric?

    0
  • James Sanford

    Hey Jason!

    Apologies, the Satisfaction Score metric is only available in the Tickets Dataset and is comprised of attributes that are only available to the Tickets Dataset so it is not possible to recreate this within the Ticket Updates Dataset.

     

    0
  • Kay Noda

    Thank you 長谷川 san for your sharing here!

    When you have trouble pasting the English queries into Explore UI in other locales, you can change your profile language to English in Support, refresh the Explorer browser, then the English query should be saved without the error. It is not the best way, but it is a current workaround when next time you encounter the same issue.

     

    0
  • 長谷川 真希

    I see. I'll try that next time.

    Thank you Noda san!

    0

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