Using a consistent date perspective for Satisfaction metrics
Our org is using a combination of Zendesk Explore and extracted data via the API that we create charts from in Tableau. We are having issues lining up Satisfaction data between Explore and the API extracts because of the varying date perspectives used by Zendesk.
The issue seems to be two-fold:
* Updated Date and Solved Date (the two used by Explore's Satisfaction reports) are both moving targets, so any data slower than real-time has trouble lining up with Explore.
* Ticket Created Date is the most static and reliable since it doesn't change, but none of the Zendesk Explore satisfaction reports use this date perspective by default.
My questions to the community are:
1. Has anyone's organization attempted to change the dates used for Satisfaction reports, particularly if you are using a blended approach with Explore + a third-party analytics suite?
2. If so, what did you settle on? Have you developed any best practices?
Thanks for any insights you're willing to share.
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