The intelligent triage feature is crucial for CSAT reports in Zendesk because it helps identify the sentiment associated with customer tickets. By analyzing sentiment, you can correlate it with customer satisfaction ratings, providing insights into how sentiment affects CSAT scores.
This feature allows you to see patterns, such as whether positive sentiment tickets generally receive higher satisfaction ratings. However, keep in mind that intelligent triage prediction values are currently available only in English, although it can evaluate content in specific languages.
To create a CSAT breakdown report by customer sentiment in Zendesk, you'll need a few specific resources. You'll need Zendesk Explore Professional or Enterprise, Editor or Admin permissions, and access to ticket data that includes CSAT ratings and…
Creating a standard calculated metric in Zendesk Explore involves a few steps. First, navigate to the Reports section and start a new report using the Support - Tickets dataset. Then, access the Calculations menu and select Standard calculated…
Ordering sentiment values in a Zendesk Explore report is straightforward. Begin by selecting the Calculations menu and choosing Ordered set. Name your ordered set descriptively, like 'Sentiment positive to negative'. In the Computed from field,…
Creating a CSAT by sentiment report in Zendesk involves several key steps. Start by adding metrics such as 'CSAT offered but not responded to', 'Good satisfaction tickets', and 'Bad satisfaction tickets' to the Metrics panel. Change the metric…