Request to Offer Closed Date in CSAT Report

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Megan Ward

• May 23, 2024 14:20

Could we please have the option to choose the date a ticket was closed on a CSAT report. That way the overall conversion rate is an accurate number. 

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• Official comment

  

  Francesca Roig

  • October 24, 2024 18:24
  • Edited

  Hey, Megan Ward!
  
  Our CNV report is actually filtered by the ticket closing date. You can learn more about it here.
  
  It is worth mentioning that CNV reports are different from the CSAT details report, which filters for the Survey submission date. These dates can differ immensely, so the reports won't match in survey amount, but looking at the CNV report you should have a pretty accurate metric based on the tickets that were closed on that timeframe.
  
  A pro tip is making sure you are only importing the boards that are actually using the survey, otherwise, there will be a lot of tickets pushing your conversation down when they don't even participate in it.

  We do intend to have different options in the filter to allow both reports to be filtered on the same standards to be easily compared, but it is not planned or prioritized yet.

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