Create Custom CSAT Metrics in Zendesk 'Ticket Updates'
How can I create a custom metric for CSAT in the 'Ticket Updates' dataset?
Creating a custom metric for CSAT in the 'Ticket Updates' dataset involves replicating existing metrics with adjustments.
Start by recreating the '% Satisfaction Score' metric from the 'Tickets' dataset. Use the formula: COUNT(Good satisfaction tickets)/COUNT(Rated satisfaction tickets). Define 'Good satisfaction tickets' and 'Rated satisfaction tickets' using pre-built metrics like 'Good initial satisfaction ratings'. This approach allows you to leverage the 'Update' time attribute in 'Ticket Updates', providing a more accurate reflection of CSAT events.
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