Explore recipe: Tracking sentiment and intent changes in tickets


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Add-on
Copilot





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.
This article contains the following topics:

What you’ll need
Reporting on ticket sentiment or intent changes

What you’ll need
Skill level: Beginner
Time required: 5 minutes

Zendesk Copilot add-on
Intelligent triage turned on and configured to detect customer intent, sentiment and language


Dynamic detection turned on for sentiment and intent
Ticket intent or sentiment data in Zendesk Support
Editor or Admin permissions


Reporting on ticket sentiment or intent changes
You can create a report to view how sentiment or intent evolves in tickets over time.
To report on ticket sentiment or intent changes:

In Explore, click the reports ( ) icon
In the Reports library, click New report

On the Select a dataset page, click Support > Support - Updates history, then click Start report The report builder opens
Next, add your metrics, the things you want to measure. In this case, you’ll add the number of tickets updated. In the Metrics panel, click Add

From the list of metrics, choose Tickets > Tickets updated, then click Apply

In the Columns panel, click Add

From the list of attributes, choose the following:


Tickets fields changes > Changes - Field Name

Also select Changes - Previous value and Changes - New value



Click Apply

In the Filters panel, add a filter for Changes - Field Name. Set the filter to include one of the following:

Sentiment

Intent




Click Apply.

From the Visualizations menu ( ), choose Table


Give your report a meaningful name for future reference and then click Save 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.


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