Set Conditions for CSAT View in Zendesk
What conditions should I set for tickets to appear in a CSAT view in Zendesk?
When setting up a CSAT view in Zendesk, you need to define specific conditions for tickets to appear. These include 'Status | Greater than | On-hold' and 'Hours since ticket status Solved | Less than | 169 hours'. If you're using custom ticket statuses, adjust these conditions accordingly.
These conditions ensure that only relevant tickets are displayed in the view, helping agents focus on the most pertinent CSAT ratings. For more detailed instructions, visit the originalZendesk support article.
More related questions
How can I create a view for CSAT ratings in Zendesk without using the legacy agent dashboard?
To create a view for CSAT ratings without the legacy agent dashboard, you can use the Zendesk Agent Workspace. Start by navigating to Admin Center > Workspaces > Agent tools > Views. Click 'Add view' and name it something like 'CSAT Good + Bad'….
What are the steps to refine a CSAT view to match the legacy agent dashboard in Zendesk?
Refining a CSAT view to match the legacy agent dashboard involves using view filters to focus on specific satisfaction types. The legacy dashboard allowed filtering for good vs. bad CSAT, but the new view combines both. To refine, use the filtering…
How do I share a CSAT view with agents in Zendesk?
To share a CSAT view with agents in Zendesk, you need to set the access permissions when creating the view. In the 'Who has access to this view' section, typically select 'Any agent' to ensure all agents can see the view. This step is crucial for…
What columns should I include in a CSAT view to replicate the legacy dashboard in Zendesk?
To replicate the legacy dashboard in a CSAT view, include columns such as ID, Subject, Requester, Latest update by requester, Group, and Assignee. These columns provide a comprehensive overview of each ticket, similar to what agents are accustomed…
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