We would like to be able to create a report which shows the exact timestamp a satisfaction rating was given, however, if a satisfaction rating was given as bad and then was changed to good, we only want to be able to report on the latest satisfaction rating given.
We have found it's possible, using the Ticket Updates data set and using the "Update - Timestamp" to apply the timestamp to the report. However, the report shows both ratings and not the latest satisfaction rating given.
We have also found if a satisfaction rating is provided with either good or bad with comments this is counted as two updates in the report, even though they are essentially only a single satisfaction rating.
It would be great to know how we can produce an accurate report on the latest satisfaction rating and also for it not to count satisfaction rating with comments as two updates. Is this possible?