Difficulties with reporting on CSAT for tickets for a certain time period i.e. this week, last week, etc.
RespondidaI want to report on CSAT's REPORTED in a given time frame. For instance "show me all the tickets that got a CSAT this week"
My problem is that I'm using "solved date" and that's not quite right. For instance, we had a ticket that got a bad CSAT score back in October, got marked as solved but reopened. It got marked as solved again this week and it is reporting on our CSAT as a bad score for THIS WEEK.
I'm obviously doing something wrong here. Any advice would be welcome.
Thanks,
Jay
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Hi MineralTree | Support 👋, you can create a standard calculated attribute under the Updates history dataset that will return a date only if an end-user submitted CSAT.
Example:
IF [Updater role] = "End-user" AND [Changes - Field name] = "satisfaction_score"
AND [Changes - Previous value] != [Changes - New value]
THEN [Update - Timestamp]
ELSE NULL
ENDIFYou can then add this attribute to your report and filter to exclude NULL values.
Hope this helps!
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let me take a look at this. Thanks.
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Pedro Rodrigues (opservator.com) that's not giving me the results.
I created that exact standard calculated attribute and added it to the report. I then excluded NULL values and the "old bad CSAT" still shows up.
On further inspection I'm not sure how this would've helped (no offense) but it is going down the right path. What I really need to do is only include tickets where that attribute value is equal to a date "this week". We're not able to filter on those attributes like I could with, say, Solved Date, where I can choose "edit date ranges" and select the radio button "this week".
But, is there a way to make that attribute show only those tix whose CSAT was updated this week? I'm picturing an "AND" clause before the "THEN" that states "AND {date satisfaction_score updated} = THIS WEEK". Of course, that syntax is not even close but...got any ideas? :)
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Maybe I'm not understanding the request but can't you filter the report by [Update - Timestamp] so that it only returns the dates intended?
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No, because the ticket is getting updated during "this week" but the CSAT score was given back in October. So I need to filter on when the CSAT score was actually given.
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Hi, Jay! I understand that this can be frustrating. However, I have tested the solution and it is working as intended (I have created similar reporting that addresses this same struggle myself).
It's possible that I didn't provide enough context regarding the proposed solution, and/or there may have been some lapse in how you implemented it? To assist you in troubleshooting the issue and provide any additional guidance, could you share a screenshot of your report when applying my solution, please?
(Just to confirm: using an attribute to build another one and then filter the report using the former sounds weird but is in fact the suggested approach)
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Thanks. Try the following:
Happy reporting!
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Hey, that was it. Actually, once I changed the "metrics" to tickets updated" and the filter to "update - timestamp" it all fell into place.
A big THANK YOU for this.
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