Tracking changes to satisfaction comments

7 Comments

  • Mike S - QuaverEd.com

    I'm also interested in this issue. Please advise. 

    0
  • CJ Johnson

    I was asked to make this very report today as well, has anyone had success?

    0
  • Mike S - QuaverEd.com

    I was about to rough out a workaround. First, I set up a trigger with these rules:

    And then set up this view:


    I'm sure you could setup a report with that tag if you wanted. I just miss Insights, and am obstinately refusing to learn how to use Explore. But that's a "me" problem.

    1
  • Antonio

    That is a very interesting idea, Mike! However I don't seem to have the option "changed from" for the Satisfaction :( 

     

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  • Dave Dyson
    Zendesk Community Manager
    Hi Antonio - "Satisfaction Changed to" etc. isn't available as a Views condition, but it is available as a condition in Triggers, which I believe is what Mike S. was suggesting -- first set up a trigger to add a tag to tickets, and then a View that looks for that tag.
     
    IMPORTANT NOTE! Use "Add tags" instead of "Set tags" when you build the trigger! "Add tags" will append a tag to the existing list, but "Set tags" will replace all existing tags with the tags you specify, which can be really bad. Set tags should only be used when you want to totally clear out any pre-existing tags.
    1
  • Antonio

    You are absolutely right, Dave! What a rookie mistake! I got the trigger and the view working for me now :)

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  • Dave Dyson
    Zendesk Community Manager
    Glad I could help!
    0

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