4 댓글

  • Amy Dee
    댓글 작업 고유 링크

    Hi! I recommend using the # Satisfaction Change default metric, which counts tickets based on a rating change to good or bad. If you combine that metric with Date (Event), you'll see the date when the rating changed.

    There are a lot of different dates in Insights, but it still doesn't cover all the different use cases and workflows out there. For ticket events that aren't covered with a default date, you can identify the event with a metric and useDate (Event). We have more information in our articles on Insights date dimensions and creating metrics for the events model.

    I hope this helps! Happy reporting!

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  • Kristal Offutt
    댓글 작업 고유 링크

    I'm trying to see the amount of tickets where the rating was changed while in an "open" state. By the looks of it, customers can give their satisfaction at any point in the interaction prior to a ticket being solved - is that correct?

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  • Graeme Carmichael
    댓글 작업 고유 링크

    Kirstal

    Satisfaction can be offered on a ticket at any stage up until it reaches CLOSED status. Once closed, a ticket cannot be changed, so satisfaction cannot be offered or rated.

    The timing of the satisfaction offer will depend on your business rules. There is nothing to prevent you offering the satisfaction rating on a ticket immediately on creation.

    However, normal practice is to wait until the ticket has a solved status then offer the satisfaction rating to the customer. 

    You either offer the satisfaction rating as the ticket is first solved using a trigger. Or you can wait a grace period after the ticket is solved and then offer the rating using an automation.

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  • Amy Dee
    댓글 작업 고유 링크

    Hi Kristal! Graeme's right on with the workflow steps. If you do offer satisfaction surveys at different points in the ticket life cycle, though, you can use the Historic attributes in Insights to report on them.

    The Historic attributes capture the value of four key system fields at the start of any update with a field change - including satisfaction rating changes. We have details in this article on the Historic attributes in Insights. There's an example in the comments about using satisfaction metrics with the historic assignee, but you could do something similar with the historic status as well.

    I hope this helps! Happy reporting!

    0

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