We are using the default survey which has a satisfaction rating from 1to 5 and currently only use Fresh Desk Tickets. When looking in Analytics there does not appear to be a CSAT metric for tickets on chat.
It appears that Survey has the results from our CSAT which is good and I have been able to create some insightful reports but now I need to get an average score over all Surveys answered within a Period of Time. However the metrics does not appear to give me an average score the nearest I can do it output the total an fiter by choices giving me the total number of responses for each choice made. I then have to manually get the average score.
Am I overlooking something obvious or am I limited to what I have already found?
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Ah, I’ve actually dealt with a similar issue before! In Freshdesk, I noticed it can be tricky to get a simple average CSAT score directly in the Analytics tab. Like you, I found that the default metrics don’t automatically calculate an average, and I had to do some extra steps to make it work.
Here’s what I ended up doing:
Custom Reports for Basic Calculations: I tried creating a custom report where I could group the CSAT responses by a time period (like weekly or monthly). Then, instead of an average, I just had to get the total score and the total number of responses. But yeah, I still had to divide them manually to get the average, which wasn’t ideal.
Exporting to Excel: Eventually, I just decided to export the CSAT responses and calculate the average in Excel. I’d filter by time period in Freshdesk, then download the data as a CSV. Once I had that, I used Excel’s average function to get a quick result. It was a bit of a workaround, but it gave me exactly what I needed.
Looking into BI Tools: I also considered connecting Freshdesk to a BI tool like Power BI because they’re pretty good at handling custom metrics and averages automatically. Haven’t gone that route yet, but it might be something to think about if you need a more automated setup in the future.
Hope this helps! It’s a bit of a hassle, but the export trick at least saved me some time.
Just do this… Our score is out of more than 5
Just do this… Our score is out of more than 5
That would be the ideal option only in our system Survey Score as a Metric is not present. We eneded up going down the PowerBi Route.
