How to Get CSAT Survey Ratings for Tickets Solved by different Agents

<div>When a ticket in Zendesk is reopened and then solved by a different agent, you might want to track the Customer Satisfaction (CSAT) survey rating specifically for each solving event. This guide will walk you through creating a report in Zendesk Explore that captures the CSAT rating every time a ticket is marked as solved by a different agent, including after ticket reopenings.<span aria-label=" " data-stringify-type="paragraph-break"></span> </div><div> </div><div><span class="wysiwyg-font-size-large"><strong>What You Will Learn</strong></span></div><ul data-border="0" data-indent="0" data-list-tree="true" data-stringify-type="unordered-list">
<li data-stringify-border="0" data-stringify-indent="0" data-list-item-id="e17db4bb46f36719a99eb7a5f71162a4d">How to identify the agent assigned to the ticket at the time of the CSAT response</li>
<li data-stringify-border="0" data-stringify-indent="0" data-list-item-id="e4d10b7ef89857049d3267c4729d81a79">How to see each satisfaction score for reopened tickets solved by different agents</li>
</ul><div><span aria-label=" " data-stringify-type="paragraph-break"></span></div><div> </div><div><span class="wysiwyg-font-size-large"><strong>Steps to Create the CSAT Rating Report in Explore</strong></span></div><ol data-border="0" data-indent="0" data-list-tree="true" data-stringify-type="ordered-list">
<li style="list-style-type: unset;" data-stringify-border="0" data-stringify-indent="0" data-list-item-id="eedc474bbe250fce7df2ebd524a5483e8">In Explore, Click the <strong>Reports</strong> icon on the sidebar.</li>
<li style="list-style-type: unset;" data-stringify-border="0" data-stringify-indent="0" data-list-item-id="e2c276dba466e994fd7d636ef80c12cc7">In the Reports library, click <strong data-stringify-type="bold">New report</strong>.</li>
<li style="list-style-type: unset;" data-stringify-border="0" data-stringify-indent="0" data-list-item-id="e07846173878710512462ded45a555f80">On the <strong data-stringify-type="bold">Select a dataset</strong> page, click <strong data-stringify-type="bold">Support</strong> &gt; <strong data-stringify-type="bold">Support - Updates history</strong>, then click <strong data-stringify-type="bold">Start report</strong>.</li>
<li style="list-style-type: unset;" data-stringify-border="0" data-stringify-indent="0" data-list-item-id="e78904d15f9ed5d3b62fcffc9aa207367">In the Metrics panel on the left, click Add and Search for and select the metric <strong data-stringify-type="bold">Updates</strong>. Select the aggregation method to <strong>D_COUNT</strong>
</li>
<li style="list-style-type: unset;" data-stringify-border="0" data-stringify-indent="0" data-list-item-id="e4308add868909bdd74ceef0d091bf914">In the filter, Add a filter "<strong>Ticket Solved</strong>"</li>
<li style="list-style-type: unset;" data-stringify-border="0" data-stringify-indent="0" data-list-item-id="e6624079bcf5d5e1dc64171dbdba44c26">Add the following attributes:<ul data-border="0" data-indent="1" data-list-tree="true" data-stringify-type="unordered-list">
<li class="wysiwyg-list-bold" data-stringify-border="0" data-stringify-indent="1" data-list-item-id="e4cf1edd0319c07be91af4f800ee9ed65"><strong data-stringify-type="bold">Ticket ID</strong></li>
<li data-stringify-border="0" data-stringify-indent="1" data-list-item-id="e34a5e53f999f88f2d08e907a65887bb4">
<strong data-stringify-type="bold">Update ID</strong> (each ticket update has a unique ID)</li>
<li data-stringify-border="0" data-stringify-indent="1" data-list-item-id="e5e17ce7f5e9b8d743b8ec241ef6f85eb">
<strong data-stringify-type="bold">Ticket Update Timestamp</strong> (to see when each update occurred)</li>
</ul>
</li>
<li style="list-style-type: unset;" data-stringify-border="0" data-stringify-indent="0" data-list-item-id="e9d51f8f8c781c89ad3071481104fad92">Add the default attribute <strong data-stringify-type="bold">Changes - Field Name</strong>. In this attribute select <strong data-stringify-type="bold">satisfactions_score</strong> to focus on CSAT rating changes.</li>
<li style="list-style-type: unset;" data-stringify-border="0" data-stringify-indent="0" data-list-item-id="e3f44429cc0f028ac484828eb9ae54f2f">Add below attributes in row to show the CSAT scores before and after the update:<ul data-border="0" data-indent="1" data-list-tree="true" data-stringify-type="unordered-list">
<li class="wysiwyg-list-bold" data-stringify-border="0" data-stringify-indent="1" data-list-item-id="eade135b1ab9a900d48a6c29ddfee5d3d"><strong data-stringify-type="bold">Changes - Previous Value</strong></li>
<li class="wysiwyg-list-bold" data-stringify-border="0" data-stringify-indent="1" data-list-item-id="ed40888c234ffc41c9b999c801795f118"><strong data-stringify-type="bold">Changes - New Value</strong></li>
</ul>
</li>
<li style="list-style-type: unset;" data-stringify-border="0" data-stringify-indent="0" data-list-item-id="eea90f4ed458900ebd7ce78831f2cecec">Add attribute <strong data-stringify-type="bold">Update Ticket Assignee</strong> to display the name of the agent assigned when the CSAT rating was recorded.</li>
</ol><div><strong data-stringify-type="bold">Final Result</strong></div><figure class="wysiwyg-image"><img style="aspect-ratio: 2046/1108;" src="https://support.zendesk.com/hc/article_attachments/9698242463130" alt="Screenshot 2025-09-09 at 4.44.22 PM.png" width="2046" height="1108"></figure><script id="docs-schema-markup" type="application/ld+json">{
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