Creating a Report That Shows Survey Details

Overview

You may want to generate a report that includes survey details such as survey comments, the name or email address of the person who submitted the survey, and etc. Kayako Classic allows you to tweak and create your own report using Kayako Query Language (KQL). You can specify the data you want to include in your reports and how the data should be displayed.

Prerequisite

• Staff permission to access the reports area of the staff control panel and insert/update reports permission.

Solution

The following is a sample KQL syntax that would generate a report with survey details.

SELECT 'Ticket Posts.Full Name' AS 'Commentor', 'Tickets.Email' AS 'Email Address',
'Tickets.Ticket Mask ID' AS 'Ticket ID', 'Ticket Posts.Contents' AS 'Comments',
'Ticket Posts.Creation Date' AS 'Commented on' FROM 'Ticket Posts', 
'Tickets' WHERE 'Ticket Posts.Is Survey Comment' = 'YES' AND 
'Ticket Posts.Creation Date' = ThisWeek()

It can be modified further depending on the need. As mentioned above, you can specify what information to include in your report, what conditions, and how to display the information. 

To learn more about KQL query, visit the Introduction to Kayako Query Language (KQL) article.

To run or generate a new report:

1. Login to the Staff Control Panel.
2. Go to Reports on the top navigation bar.
   • From the Manage Reports tab, you can access all of your Helpdesk Reports, which can be searched, filtered by category, or filter out the reports you have created.
     
3. To create a new report, click the New Report button.
4. Enter a report title, select primary source and category, and click Next.
5. Enter your KQL syntax (such as the sample above) and click Run Report.
   
6. Click Save to save it. You may export the report or schedule it as desired.