Explore recipe: Tracking sentiment and intent changes in tickets

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<p>In this Explore recipe, you’ll learn how to create a report to monitor and compare how ticket sentiment or intent changes throughout the ticket lifecycle.</p>
<p>This article contains the following topics:</p>
<ul>
<li><a href="#h_01G16TQHCYWXJ2694WPZ4T0GKJ" target="_self">What you’ll need</a></li>
<li><a href="#h_01G16TQQ2H53CX1HHKCAX2A9ND">Reporting on ticket sentiment or intent changes</a></li>
</ul>
<h2 id="h_01G16TQHCYWXJ2694WPZ4T0GKJ">What you’ll need</h2>
<p><strong>Skill level:</strong> Beginner</p>
<p><strong>Time required:</strong> 5 minutes</p>
<ul>
<li>Zendesk <a href="https://support.zendesk.com/hc/en-us/articles/5524125586330" rel="noopener noreferrer" target="_blank">Copilot</a> add-on</li>
<li>Intelligent triage turned on and configured to <a href="https://support.zendesk.com/hc/en-us/articles/4550640560538" rel="noopener noreferrer" target="_blank">detect customer intent, sentiment and language</a>
</li>
<li>
<a href="https://support.zendesk.com/hc/en-us/articles/4550640560538-Automatically-detecting-customer-intent-sentiment-and-language#:~:text=(Sentiment%20and%20Intent%20only)%20Dynamic%20detection%3A" rel="noopener noreferrer" target="_blank">Dynamic detection</a> turned on for sentiment and intent</li>
<li>Ticket intent or sentiment data in Zendesk Support</li>
<li>Editor or Admin <a href="https://support.zendesk.com/hc/en-us/articles/4408836002970" rel="noopener noreferrer" target="_blank">permissions</a>
</li>
</ul>
<h2 id="h_01G16TQQ2H53CX1HHKCAX2A9ND">Reporting on ticket sentiment or intent changes</h2>
<p>You can create a report to view how sentiment or intent evolves in tickets over time.</p>
<p>To report on ticket sentiment or intent changes:</p>
<ol>
<li>In <a href="https://support.zendesk.com/hc/en-us/articles/4408838272410" rel="noopener noreferrer" target="_blank">Explore</a>, click the reports (<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_query_icon.png">) icon</li>
<li>In the Reports library, click <strong>New report</strong>
</li>
<li>On the <strong>Select a dataset</strong> page, click <strong>Support</strong> &gt; <strong>Support - Updates history</strong>, then click <strong>Start report</strong><br>The report builder opens</li>
<li>Next, add your metrics, the things you want to measure. In this case, you’ll add the number of tickets updated. In the <strong>Metrics</strong> panel, click <strong>Add</strong>
</li>
<li>From the list of metrics, choose <strong>Tickets &gt; Tickets updated</strong>, then click <strong>Apply</strong>
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<li>In the <strong>Columns</strong> panel, click <strong>Add</strong>
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<li>From the list of attributes, choose the following:
<ul>
<li>
<strong>Tickets fields changes</strong> &gt; <strong>Changes - Field Name</strong>
</li>
<li>Also select <strong>Changes - Previous value</strong> and <strong>Changes - New value</strong>
</li>
</ul>
</li>
<li>Click <strong>Apply</strong>
</li>
<li>In the <strong>Filters</strong> panel, add a filter for <strong>Changes - Field Name</strong>. Set the filter to include one of the following:
<ul>
<li><strong>Sentiment</strong></li>
<li>
<strong>Intent</strong><br>
<p><img class="img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_AI_intent_sentiment_filter.png" width="600"></p>
</li>
</ul>
</li>
<li>Click <strong>Apply.</strong>
</li>
<li>From the <strong>Visualizations</strong> menu (<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_visualization_type.png">), choose <strong>Table</strong>
<p><img class="img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_ai_visualize_table.png" width="600"></p>
</li>
<li>Give your report a meaningful name for future reference and then click <strong>Save</strong><br>The screenshot below shows an example of what your report will look like when it’s completed when you select the sentiment filter. The table displays how many tickets experienced each type of sentiment.
<p><img class="img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_ai_intent_sentiment_report.png" width="800"></p>
</li>
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