Building INSIGHTS reports with Survey data

Note: The above video talks about the 'Net Promoter Score (0-10)' ticket field, however, in later versions of the app, this field has been changed to 'Organization score (0-10)'.  

One thing to note about the reports shown in the video above is that the results are sliced by when the ticket was solved (this is the 'HOW' part of the report builder). While this is the simplest way to build an NPS report over in Insights, these reports will not exactly match the NPS reports available in-app because the in-app reports are sliced by the precise date the survey was last updated by the customer. Since the ticket 'solved date' and the 'survey response date' won't always match it means that results can pop up in different periods (quarter/month/week depending on what you're using).

But, it is also possible to slice the data in Insights by the moment the survey was received. This is done by using attributes that reference the 'event' eg. "month/year (event)" instead of "month/year (ticket solved)". However, the metrics in the video above will not allow you to slice by the event because they do not encompass the required part of the data model. To do this will require more complicated metrics that are outlined below. 

That being said, even if you build a report that slices by the event, there are two things will may prevent you from achieving parity with the in-app reports.

These are:

1. If the ticket is already closed at the time when a customer responds to a survey app question, then the score is recorded in the app. (this is unlike the Zendesk CSAT scores that simply throw up an error saying 'you can't rate this ticket because it's closed'). Since the app is recording this score, but the ticket is closed, it is not possible for the app to update the ticket fields with those scores. So, the score would become part of the in-app results (including the NPS calculation) but over in Insights, this data would not exist. 

2. The other thing to note is that if the customer was to respond to a survey while the ticket was unclosed (say on Jan 27), the score would be recorded in both app & Zendesk. However, if after the ticket was closed (say on Feb 2) the customer updated their response (even if it was just to change the comment) then the app would register that the last update took place on Feb 2. But since the ticket was already closed, the data passed over to insights would have the last update recorded taking place on Jan 27. This would affect the scores of both Jan and Feb over in Insights.

IMPORTANT NOTE: There is an option in the app under the 'settings' tab at the bottom that allows you to close the surveys at the point the ticket is closed. This will prevent the 2 issues above from happening. 



Ok so now that you're aware of some of the data quirks if you're keen to build an insights report that gets broken down by the "event" here's how...

First, you'll need to create 4 metrics that to do essentially the same as what you saw in the video, it's just that they're structured a little differently. 

1. Total No. of  tickets with an NPS rating

2. No. of promotors

3. No. of detractors

4. NPS calculation


Here is a video of an example of how to create one of the metrics listed below...



Note that, same as when building any metric, you can not just copy and paste stuff, you'll need to pay attention to the colours of the elements and find them in the right menu of the popup screen:

Facts: Blue
Metrics: Green
Attributes: Purple
Attribute values: Orange


1. Total No. of  tickets with an NPS rating


Note: As per the video above, you will find the attribute value "Organization Score (0-10)" within the list of "Numeric field" elements under "Attribute values" like this: 



2. No. of promotors



3. No. of detractors



4. NPS calculation



Finally to build the NPS report, for "What" simply select "SURVEYAPP: NPS Score" or whatever you decided to name number 4. NPS calculation. 

For "How", select "month/year (event)".

And make it a bar chart to look something like this:



Of course, now that the report is built, you can then go about making all manner of other modifications to it like slicing it by group, individual, organisation, product type, reason codes etc. 



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  • Is there anyway to bring in reports into Insights and get a rating per agent? 

    I don't see the Net Promoter Score value. Is there a different value that I can use? 

  • Okay I have some insights going. Instead of the NPS score, I'm using the Ticket Score whioch is a metric made by StreetHawk. I followed the recipe above but I'm seeing something strange. The ALL doesn't add up to the total positive + Negative

  • Hi Niqbal, Sorry I'm not sure what's going on there with the information you've provided so I've created a ticket for us to be able to work this one through.

  • Hi,

    Has anyone managed to re-create the above within Zendesk Explore?



  • Hi Andrew, thanks for your patience while we got on to this. We've now created a knowledge base article and video that shows how to build similar NPS reports over in Zendesk Explore here: 


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