Create Report for Ticket Assignee with Satisfaction Rating
How can I create a report to determine the ticket assignee when a satisfaction rating is given?
Creating a report to determine the ticket assignee when a satisfaction rating is given is straightforward with Zendesk Explore.
To start, ensure you have Zendesk Explore Professional or Enterprise and the necessary permissions. In Explore, click the reports icon, then select 'New report'. Choose the 'Support - Updates history' dataset and start the report. Add the 'Updates' metric and apply it. In the Rows panel, add attributes like 'Changes - Field name', 'Changes - New value', 'Update ticket assignee', and 'Ticket ID'. Filter the results to show only changes to the satisfaction rating by selecting 'satisfaction_score' and applying it. Finally, filter the 'Changes - New value' to show 'good' and 'bad' ratings. For more details, visit theoriginal link.
More related questions
What are the next steps after creating a report for ticket assignees and satisfaction ratings?
After creating your initial report, you can take optional steps to refine it further. If you want to see specific instances where ratings changed from good to bad or vice versa, open a new report in the same dataset. Add metrics for 'Bad to good…
How can I filter a report to show only good satisfaction ratings?
To filter a report to show only good satisfaction ratings, you need to adjust your report settings in Zendesk Explore. First, ensure your report is set up with the correct dataset. Then, add a filter for 'Ticket satisfaction rating' and select only…
Why might my report not show results when filtering by ticket ID?
If your report isn't showing results when filtering by ticket ID, it could be due to several reasons. One common issue is that the query might be returning too many rows, causing it to appear blank. You can try limiting the number of tickets by…
How can I exclude certain topics from my satisfaction rating report?
Excluding certain topics from your satisfaction rating report can be done by using filters in Zendesk Explore. You can add a filter to exclude specific custom fields like ticket topics. If this doesn't work, try excluding by tag. If the report…
How can I calculate CSAT percentage per agent in Zendesk?
Calculating the CSAT percentage per agent in Zendesk can be done by editing the default CSAT report or creating a new one. Use the % display format to get the percentage per agent. You can follow the recipe for reporting on customer satisfaction by…
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