CSAT by agent
“calculate CSAT score by support agent and month from satisfaction ratings”
Calculate CSAT score by support agent and month from Zendesk tickets with satisfaction ratings, using the solved date for each month and good ratings divided by all ratings, with agent names from Zendesk support agents.
What the agent built
2 steps, each one an ordinary Mammoth step you can open and change.
- FileZendesk tickets with satisfaction ratingsCSV export · 24 rows
- FileZendesk support agentsCSV export · 8 rows
- JoinMatch support agents24 of 24 paired
- StepCalculate monthly CSATStep 2
- ResultMonthly Agent CSAT22 rows
- ScheduleRuns when you sayProposed
Checked on the sample files: every step ran, 22 rows came out, and the join paired 24 of 24 rows.
- Download Zendesk tickets with satisfaction ratings sample (24 rows)Zendesk: Support > Views > Solved tickets > Export
- Download Zendesk support agents sample (8 rows)Zendesk: People > Team members > Export
What you get back
The result of that run, the rows to look at first.
| Agent | Month | CSAT score (%) | Good ratings | All ratings |
|---|---|---|---|---|
| Ethan Brooks | 2026-09-01 | 100 | 2 | 2 |
| Ethan Brooks | 2026-10-01 | 100 | 1 | 1 |
| Jordan Patel | 2026-08-01 | 100 | 1 | 1 |
| Jordan Patel | 2026-09-01 | 0 | 0 | 1 |
| Jordan Patel | 2026-10-01 | 100 | 1 | 1 |
| Jordan Patel | 2026-11-01 | 100 | 1 | 1 |
| Liam Turner | 2026-09-01 | 100 | 1 | 1 |
| Liam Turner | 2026-10-01 | 100 | 1 | 1 |
| Liam Turner | 2026-11-01 | 100 | 1 | 1 |
| Maya Chen | 2026-08-01 | 100 | 1 | 1 |
| Maya Chen | 2026-09-01 | 100 | 1 | 1 |
| Maya Chen | 2026-10-01 | 100 | 1 | 1 |
How do you calculate CSAT by support agent and month?
Export your Zendesk satisfaction ratings and solved dates, then load the file into Mammoth. It matches support agents, groups rows by month, and calculates CSAT as good ratings divided by all ratings for each agent. The result is a monthly agent CSAT report.
How it works
How to use the Monthly Agent CSAT workflow
- 1Get early accessWe invite people in small batches, job by job. You'll land on this workflow, already built and checked on the sample files.
- 2Swap in your exportsUpload your own files as they come out of your tools. The agent checks the workflow on your rows.
- 3Change it in words, then turn it onSay what to change and see the new result before anything saves. Then choose when it runs.
Monthly Agent CSAT: questions
What export should I use for this report?
What happens to rows that do not match an agent or month rule?
How do I change the rules later?
Get early access to this workflow
It will open already built and checked on the sample files. Swap in your own exports and see your result.
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