Workflow: Create a view to show satisfaction ratings with comments

Create a view to track all the Support tickets that received a satisfaction rating with a comment.

Note: Views do not show archived tickets. To report on CSAT data for historical tickets, see the article: Explore recipe: Display all customer satisfaction comments.

To create the view

In Support, add a new view

Under Tickets must meet all of these conditions to appear in the view, add the condition Status Category | Greater than | New

Under Tickets can meet any of these conditions to appear in the view, add the below conditions

Satisfaction | Is | Good with comment

Satisfaction | Is | Bad with comment

Under Formatting options, add the Satisfaction column. If turned on for your account, you can also add the Satisfaction Reason column.

Satisfaction displays whether the rating is good or bad

Satisfaction Reason displays the predefined options your customers select when they give a negative rating. For more information, see the article: Working with satisfaction reasons.

Click Save

Note: In accounts with custom ticket statuses deactivated, use the condition Status instead of Status category.

There's no column that shows satisfaction rating comments in a view.

For more information, see the article: About CSAT (Customer Satisfaction) ratings in Zendesk Support.