Explore recipe: Tracking sentiment and intent changes in tickets

What's my plan?

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.