In this Explore recipe, you'll learn how to create a report that compares the number of your one-touch tickets (meaning tickets that were solved by the first agent reply) to your satisfaction survey results. This recipe can be used to give insight into the kinds of tickets your agents are solving in one touch and can help to identify potential new content for your knowledge base. It's also important to take into account the satisfaction of the customer in the context of these tickets solved in one touch.
What you'll need
技术水平:容易
Time Required:15 Minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (seeGiving agents access to Explore)
- Ticket data in Zendesk Support
Creating the report
To create the report
- In Explore, click the reports (
) icon. - In the Reports library, clickNew report.
- On theSelect a datasetpage, click支持>支持- Tickets,然后单击Start report.The report builder opens.
- In theMetricspanel, clickAdd.
- From the list of metrics, chooseAgent replies distribution>One-touch ticketsandCustomer satisfaction>% Satisfaction score,then clickApply.
- Next, choose a custom ticket field to identify the types of inquiries that your agents are solving in one touch. Examples of this type of ticket field would beAbout,Product Area,Enquiry Type, etc. If you have not yet set up a custom ticket field, seeAdding and using custom ticket fields.In the columns list, expandTicket custom fields,then click the custom field you want to report on. In the example shown the report is reporting based on theProductticket field. ClickApply.
- On theExcludedtab of the custom field page, enableNULLto exclude tickets where the custom ticket field value is blank.
- Click the% Satisfaction scoremetric, change the axis toDual,然后单击Apply.
- From theChart configuration(
) menu, clickSecondary axes. - On theSecondary axespage, change theMax valueto1.
- From theChart configuration ()menu, clickDisplay format.
- On the Display format page, changeSUM(% Satisfaction score)to%.
(Optional) To filter the results to see the top 5 results based on your custom ticket field.
- From theResult manipulation(
) menu, clickTop/bottom. - On theTop/bottompage, enableTop并设置maximum results to5.Make sure the results are being filtered by theOne-touch ticketsmetric, with theStrategyset toOn columns.
The report is complete. See the screenshot below for an example of the finished result.
2 Comments
Thanks@.... Will do
Hello@...,
Adjusting this recipe as you described is currently not possible since CSAT data is not pulled into the SLA data set at this time. The only workaround I would suggest would be to utilize a trigger to apply a tag based on breached or achieved SLA status.
We are looking into combined datasets for our future roadmap on Explore, but we have no timetables to announce. I would recommend sharing your use case in ourproduct feedback forumto aid in future developments.
Best regards.
Pleasesign into leave a comment.