• Gab Guinto

  • October 08, 2021 05:58

  Zendesk Customer Care

  Hello!

  Assuming that the last update on tickets from the end user are the CSAT ratings, then you should be able to use theTicket requester updateddate attributes to filter your report. In your example, if you need to pull up the % Satisfaction score of tickets rated on Week 39 of 2021, then you can use the metric% Satisfaction score, and filter your report byTicket requester Updated - Week of Year–

  

  – andTicket requester updated - Year.

  

  You can adjust the selected date filters selected depending on what period or time frame you need to report on.

• Rev3nged

  • October 08, 2021 07:31

  Hey Gab.

  Thanks for that, however, at times, the requester will update the ticket after they submit a satisfaction survey.

  Basically, I will need to have the query pull the date of submission when a requester submits their survey. Would this be possible?

• Gab Guinto

  • October 09, 2021 00:18

  Zendesk Customer Care

  Hi,

  For this, you'll need to build your reports under the支持:票更新dataset, similar to the approach in this Explore recipe:Determine ticket assignee when satisfaction rating is given. You will be using custom metrics built around the defaultTicket field changesattributes in theTicket updates dataset. You need threestandard calculated metricsfor this. The first metric is for counting updates where a ticket was rated either good or bad.Let's name this one Rated tickets.

  IF [Changes - Field name]="satisfaction_score"
  AND ([Changes - New value]="good" OR [Changes - New value]="bad")
  THEN [Update ticket ID]
  ENDIF

  Next is for counting those that were given a good CSAT rating.We'll name this metric Good rating.

  IF [Changes - Field name]="satisfaction_score"
  AND ([Changes - New value]="good")
  THEN [Update ticket ID]
  ENDIF

  And, the last one references the two metrics above, calculating the percentage score.

  COUNT(Good rating)/COUNT(Rated tickets)

  Make sure to set the Display format for this metric to percentage (%).

  

  On your query, use the third custom metric to display the percentage satisfaction score. You can filter the results by any of the Update date attributes. For example, if you filter the report byUpdate - Week of year并选择我们ek 39 –

  

  – then the tickets that will be included in the calculation will be only those that were rated during that period, regardless if the ticket was reopened after the rating was added. These metrics and the Update date attributes look at the date/timestamp of the event, in this case, the actual dates where the CSAT ratings were given by the requester.

  Hope this helps.

Pleasesign into leave a comment.