Create Zendesk Report: One-Touch Tickets & CSAT
How can I create a report comparing one-touch tickets to CSAT scores in Zendesk Explore?
Creating a report to compare one-touch tickets with CSAT scores in Zendesk Explore is straightforward. You'll need Zendesk Explore Professional or Enterprise, and Editor or Admin permissions.
Start by clicking the reports icon in Explore, then select 'New report'. Choose the 'Support - Tickets' dataset and begin building your report. Add metrics for 'One-touch tickets' and '% Satisfaction score'. Use a custom ticket field to identify ticket types, and exclude tickets with blank custom field values. Adjust the axis for the satisfaction score to 'Dual' and configure the chart for better visualization. Optionally, filter to see the top 5 results based on your custom field. For more details, check the originalZendesk help article.
More related questions
What permissions are needed to create a CSAT and one-touch ticket report in Zendesk?
To create a CSAT and one-touch ticket report in Zendesk, you need Editor or Admin permissions. These permissions allow you to access and utilize the necessary features in Zendesk Explore. Having the right permissions ensures you can create and…
What is the purpose of comparing one-touch tickets with CSAT scores?
Comparing one-touch tickets with CSAT scores helps identify the efficiency and satisfaction levels of customer service interactions. This comparison provides insights into the types of tickets that are resolved quickly and how these resolutions…
How do I exclude tickets with blank custom field values in my report?
To exclude tickets with blank custom field values in your report, you need to adjust the settings in the custom field page. When setting up your report, navigate to the 'Excluded' tab of the custom field page and enable 'NULL'. This action will…
Can I filter my report to show only the top 5 results based on a custom ticket field?
Yes, you can filter your report to display only the top 5 results based on a custom ticket field. This is done through the 'Result manipulation' menu. Enable the 'Top' option and set the maximum results to 5. Ensure the results are filtered by the…
What should I do if I can't find 'Agent replies distribution' in Zendesk Explore?
If you can't find 'Agent replies distribution' in Zendesk Explore, it might be due to a configuration issue or missing permissions. In such cases, it's best to contact Zendesk support for assistance. They can help investigate the issue and provide…
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