Objective

Inspect the ticket feedback represented by a satisfaction value.

Environment

  • A Satisfaction Score or CSAT value on the page has an available drill-in.

Resolution

  1. Apply the intended page and report filters.
  2. Select the satisfaction value or its Drill in control.
  3. Review the ticket list, including its Good or Bad satisfaction labels and any modal filters or period shown.
    Example CSAT ticket list with a fictional brand, generic ticket IDs and queue names, fictional assignee names, and color-coded Good and Bad labels.
  4. Open a ticket when you need its Zendesk feedback or context.
Note: Check the scope

The drill-in shows records for its own metric scope. Confirm the period and filters before comparing it with another satisfaction card.