Tracking changes to satisfaction comments
AnsweredHello, I created a ticket a while ago, but the agent in charge did not read or did not understand what I was saying. I have heard nothing back from him for almost 2 months. I created a follow-up ticket, which was closed with no answer whatsoever. This doesn’t sound like the kind of support that a company like Zendesk should be offering, and I’m very dissatisfied (not just “unsatisfied”).
So, to explain again from the start: We previously had all our reports in Insights, which has been replaced with Zendesk Explore in February, having to rebuild all our reports from scratch (not happy about that either!).
One of those reports was the Satisfaction tab, where I was able to view (and download) the ratings and comments that our customers left to our support agents. Sometimes, our customers edited the ratings and the comments (for example, changed the Bad rating of a ticket to Good, and added a new comment). I was able to see all of these changes in the dashboard and in the CSV files I downloaded. Here is an example of a ticket with 3 edits:
I’ve kind of been able to replicate this to some extent. My query shows me the timestamp when a customer updated their satisfaction rating and/or comment in different rows. It also shows me what the rating was (Good or Bad) at each of these timestamps by using the “Changes - new value” attribute.
HOWEVER, there is a major flaw: all the rows show the “current” or “last” version of the satisfaction comment. Here is what it looks like, filtered to show only some example tickets:
- On ticket 227940, the requester originally rated “Bad” with a comment on 2020-11-11 at 18:46. They changed the rating to “Good” with a new comment on 2020-11-12 at 2:54. The query shows the good comment twice, when it should show one good comment and one bad comment.
- On ticket 235624, same as above.
- On ticket 238614, the requester originally rated “Good” without a comment on 2021-04-19 at 2:00. Later, on 2021-04-20 at 22:43, they added a comment, keeping the rating as “Good”. The query shows there was a comment when there wasn’t one yet. It should show one empty comment, and one good comment.
So, as you see, the Explore query is only showing me the most recent comment (usually the good comment). I want to see what was the original bad comment. This information exists, and I can clearly see it if I go to the tickets and look under “Events”.
I would like for my query to show me all those edits, which are very important for me to understand how satisfied our customers are and what our agents are doing to keep them satisfied. I'm using the "Ticket satisfaction comment" attribute, and I can't, for the life of me, find any other attribute that shows me what I need.
Can you please help me figure this out?
Thank you!
-
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. -
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.
-
I'm also interested in this issue. Please advise.
-
I was asked to make this very report today as well, has anyone had success?
-
That is a very interesting idea, Mike! However I don't seem to have the option "changed from" for the Satisfaction :(
-
You are absolutely right, Dave! What a rookie mistake! I got the trigger and the view working for me now :)
-
Glad I could help!
Post is closed for comments.
7 Comments