To report on historical CSAT data in Zendesk, you should use Zendesk Explore. Explore allows you to display all customer satisfaction comments, even for tickets that have been archived.
This is particularly useful because archived tickets are excluded from standard views after 120 days of being marked as closed. By using Explore, you can ensure that you have access to all your CSAT data, enabling you to analyze trends and make informed decisions based on historical feedback.
To track satisfaction ratings with comments in Zendesk, you can create a custom view. Start by adding a new view and set the condition under 'Tickets must meet all of these conditions to appear in the view' to 'Status Category | Greater than |…
Unfortunately, you cannot see CSAT comments directly in Zendesk views. While you can add columns for 'Satisfaction' and 'Satisfaction Reason' to a view, there is no column available for displaying the actual comments left by users. To access…
When tickets are archived in Zendesk, they are excluded from views, which means your CSAT data will no longer appear in those views after 120 days of the ticket being marked as closed. However, archived tickets are still accessible and actionable….
Zendesk does not provide a specific standard for benchmarking satisfaction ratings. However, it is a good practice to respond to bad ratings to reflect and validate when appropriate, and to look for patterns in bad ratings to identify and remove…