Request - Survey Satisfaction Date

9 댓글

  • Brett Bowser
    Zendesk Community Team

    Hey Sodikin,

    I wasn't able to find a specific attribute for Satisfaction Survey Date, however, since this counts as a requester update, you could try using Time - Ticket last updated by requester instead.

    Let me know if that doesn't get you the results you're looking for.

    Thanks!

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  • Graeme Carmichael
    Community Moderator

    I am not sure if this is the date you are after, but Explore does include 'last satisfaction date' as an attribute within ROWS within the Support:Tickets dataset.

     

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  • Sodikin

    Hi Brett Bowser

    Thanks for your advice, actually Survey satisfaction sent 24 hours before the ticket closed, so if user re-open the ticket after submitting satisfaction rate, the value from an attribute Time - Ticket last updated by requester will change as well, isn't it ? 

    Hi Graeme Carmichael,

    I didn't find the attribute

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  • Graeme Carmichael
    Community Moderator

    Sodikin

    That is strange, Unless it is a feature being rolled out and has not reached all accounts yet. I can confirm that I can see it on some accounts but not others.

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  • Graeme Carmichael
    Community Moderator

    Sodikin

    Sorry.. I have a custom field. That is what I am seeing. 

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  • Sodikin

    Hi Graeme,

    How could I custom that field?

    Thanks

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  • Graeme Carmichael
    Community Moderator

    Sodikin

    Sorry but my answer is not really going to help you. I have a custom field that just happens to be called 'Last Satisfaction Date' that is against the user account. I had confused that with the Zendesk satisfaction field.

    Brett's suggestion of using the last update by user time is the best solution.

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  • Govindraj Shetty

    I think Zendesk should add a date field called "Survey participated date" so that companies who want to measure their accurate monthly CSAT number to given Incentives to agents immediately after the month-end. Currently using Ticket Created doesn't give the perfect number because it takes the Ticket created count, not the month on which the CSAT was submitted by the Customer.

    Let's say in the month Jan 2000 tickets were created out of which 1800 filled the survey and the data showed in Jan report. However, the remaining 200 customers who contacted at the end of Jan filled the survey in Feb but the data will still show in Jan because the ticket created date is Jan.

    So having a "Survey participated date" can help us to filter the number of CSAT received for a particular month which is an ideal requirement of any Service Desk & Call Centers.

    I hope Zendeks should consider this.

     
     
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  • Michele

    Hello guys,

    reaching out to you, as apparently this attribute is still not available neither in Explore tickets dataset - Tickets, nor in SLAs one.

    Any ETA on the above to have it displayed, as it was for Goodata?

    Thanking you in advance,

    Michele

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