• Marie-Cathrine Sørensen

  • 4 de septiembre de 2020 07:57

  Community Moderator

  Hi,

  You can find the ratings in the Chat: Engagement dataset. In metrics, you can find rating data under Chat satisfaction. Here you find Good rated chats, Bad rated chats, satisfaction score %, etc. To have it displayed by agent, you will have to add an attribute with the Agent name. To have the Good or Bad feedback displayed, use the Chat satisfaction rating attribute. 

  Here is just a small visual example of how you can set up a Good or Bad rating by agent query in Explore:

  

  If this is not what you're looking for, let me know and I will try to help :) 

  #helpsome regards,
  Marie-Cathrine Sørensen
  Business Intelligence Specialist & Junior Developer @ helphouse.io

   

• Jahn Jerenz Bronilla

  • 7 de septiembre de 2020 06:19

  Hi Marie,

  I already have the chat satisfaction rating but I am looking for the feedback.
  

  After providing a rating there's a feedback/comment option.

  Would you know the name of the attribute for that?
  
  Thanks!
  Jerenz

• Marie-Cathrine Sørensen

  • 7 de septiembre de 2020 06:56

  Community Moderator

  Hi,

  To my knowledge, there isn't an attribute for that field, but I will go ahead and ask some of the other community moderators and team to see if they have a way to report on this.

  #helpsome regards,
  Marie-Cathrine Sørensen
  Business Intelligence Specialist & Junior Developer @ helphouse.io

• Jacob J Christensen - Cloudhuset A/S

  • 7 de septiembre de 2020 13:25

  Community Moderator

  Hi Jahn and Marie-Cathrine,

  The "ticket updates" dataset has an attribute called "Ticket Satisfaction Comment", I believe this should get you what you need.

  

  I hope this helps you out!

• Jahn Jerenz Bronilla

  • 7 de septiembre de 2020 23:51

  Hi Jacob J Christensen - Cloudhuset A/S,

  You mean I will be getting the Chat Rating via Chat Engagement dataset then the comment will be from Ticket Update?

  Is there a way we can incorporate this rating onto Chat Engagement Dataset as well? 

  Thanks!
  Jerenz 

• Jacob J Christensen - Cloudhuset A/S

  • 8 de septiembre de 2020 13:02

  Community Moderator

  Hi Jerenz,

  Unfortunately, it seems like the csat comment is not part of the Chat Engagement Dataset.

  However, using the Ticket Updates dataset you should be able to get the comment, you can filter for the chat channel if you want to isolate the comments from chats.

• Jahn Jerenz Bronilla

  • 11 de septiembre de 2020 07:34

  Hi Jacob J Christensen - Cloudhuset A/S,

  Apprently still no result mate.
  

  I am really keen to get the CSAT Feedback.

   

• Brett Bowser

  • 14 de septiembre de 2020 15:11

  Zendesk Community Team

  Hey Jahn,

  In the screenshot you've included, it doesn't look like there are any Good Sat Ratings to pull a comment from which is why you see 0 results. Can you make sure there are not filters in your report that are preventing the correct tickets from showing up?

• Jahn Jerenz Bronilla

  • 15 de septiembre de 2020 00:33

  Hey Brett - Community Manager

  I just mirrored it exactly to Jacob J Christensen - Cloudhuset A/S, example.

  His Dataset:

  

  My dataset:

  

  Please let me know if I missed anything on the data set.

   

• Jacob J Christensen - Cloudhuset A/S

  • 16 de septiembre de 2020 14:17

  Community Moderator

  Hi Jahn Jerenz Bronilla

  Assuming that you do have csat comments on your tickets, changing the metric to "Satisfaction updates" should give you the comments associated with any rating given.

  

  I hope that helps you out.

• Jacob J Christensen - Cloudhuset A/S

  • 16 de septiembre de 2020 15:17

  Community Moderator

  In regard to splitting comments into "good" and "bad" ratings, you could clone the query and have one that filters for good and the other for bad.

  Alternatively, you could create custom metrics that count good and bad rated tickets, and them both to the same query.

• Jahn Jerenz Bronilla

  • 17 de septiembre de 2020 02:18

  Hey Jacob J Christensen - Cloudhuset A/S

  Still no luck mate
  

   

  I am 100% sure that we do have Satisfaction Comment given that we have tested it before implementing. 
  
  There's no problem in extracting the Good and Bad rating but challenge really is getting the satisfaction comment.

• Jacob J Christensen - Cloudhuset A/S

  • 21 de septiembre de 2020 09:57

  Community Moderator

  Hi Jahn Jerenz Bronilla

  Sorry to hear that, from your query, it does look like there are no satisfaction comments available.

  In support, you could search to check for this.

  Searching for the following string in tickets should give you a list of all tickets with a satisfaction comment: 

  satisfaction:goodwithcomment OR satisfaction:badwithcomment

  

  If you're able to confirm that there are tickets with a satisfaction comment on them, I would reach out to Zendesk Support and have them investigate why it is not showing up in Explore.

  I hope that helps.

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