Report with ticket owner and survey responses

[JBoger]

Is there any way we can create a report that will show us the owner of a ticket as well as the survey results and comments added after the ticket was closed?  

The canned report for surveys will show the contact, their response (happy, neutral, unhappy), and their comments.  We want to have the ability to see a report that will also put the name of the ticket owner so we know who is doing well and who is not.  Is there any way we can write a report that will show us this?

We are using Service Hub Enterprise.  All of the data is there.  We just can't figure out how to get it all to show on one report.

[karstenkoehler · Accepted solution]

Hi @JBoger,

This can be done with the custom report builder: https://knowledge.hubspot.com/reports/create-reports-with-the-custom-report-builder

As primary data source select Feedback submissions, as additional source Tickets.

You can then choose a visualisation and drag the Ticket owner along with the desired response field from the left sidebar into the visualisation.

If you have a specific chart type in mind and get stuck, let me know what exactly you'd like to see on the x-axis, y-axis etc.

Best regards!

[karstenkoehler · Accepted solution]

@JBoger this is a user to user community, I can't access your portal and without the ability to check the underlying data, it's difficult to diagnose this from a distance. However, you can reach out to HubSpot support directly in app via chat or email if you're convinced it's configured correctly and not behaving as expected. They can check directly within your portal/report.

[JBoger · Accepted solution]

No, we never got it to work properly.  When creating a custom report using survey responses as the primary field and tickets as an additional field, we still received no data in fields that should have had data in them.

One of the columns on the report was Ticket ID.  Every ticket, obviously, has an ID on it.  The report would always show that there was no data in that field for any response.  Got the same results for Ticket Owner.  Tried using the fields under the survey responses and ticket fields.  Both always provided no data.

It appears to me like the link between tickets and survey responses is not connected like it should be.  Anything related to the owner of the ticket would not show any data.  Everything using the primary field of survey responsed would show the data fine.  Unfortunately, we needed the ticket owner information to show on this report.

[EPopadyniec]

HI @JBoger - did you find out how this can be solved? We are coming across the same issue. 

[JBoger · Accepted solution]

No, we never got it to work properly.  When creating a custom report using survey responses as the primary field and tickets as an additional field, we still received no data in fields that should have had data in them.

One of the columns on the report was Ticket ID.  Every ticket, obviously, has an ID on it.  The report would always show that there was no data in that field for any response.  Got the same results for Ticket Owner.  Tried using the fields under the survey responses and ticket fields.  Both always provided no data.

It appears to me like the link between tickets and survey responses is not connected like it should be.  Anything related to the owner of the ticket would not show any data.  Everything using the primary field of survey responsed would show the data fine.  Unfortunately, we needed the ticket owner information to show on this report.

[JBoger · Accepted solution]

I did some more work on this and was able to get it to work this afternoon.  It turns out I forgot to do some filtering and was getting old responses that were missing data.  I added a date after filter.  I also changed it so the primary field the report was built on was Contacts with Survey Responses and Tickets added as secondary fields.  After these changes, I did start seeing all the data I wanted to see.

[JBoger]

This doesn't quite get us there.  Some of the fields on our report are showing with no data even though the data exists in the ticket.  Perhaps we have the wrong field?

Just using a simple table to view the data.  Have the following columns setup:
Survey Responses->Date: Displays data properly

Tickets->Service Ticket ID (custom field created by workflow that sets the value to contact first name contact last name ticket ID): does not display data even though the field is populated on the ticket

Survey Responses->Rating: displays data properly

Survey Responses->Response: displays data properly

Tickets->Ticket owner: does not display data even though field is populated on the ticket.

This is what the report is showing for one survey done as a test

The test ticket that was created shows the custom property Service Ticket ID on it as Joe Public 28601390978.  The owner on the ticket that was used shows as John Smith.  Why are these fields not showing that data on the report?

[karstenkoehler · Accepted solution]

@JBoger this is a user to user community, I can't access your portal and without the ability to check the underlying data, it's difficult to diagnose this from a distance. However, you can reach out to HubSpot support directly in app via chat or email if you're convinced it's configured correctly and not behaving as expected. They can check directly within your portal/report.

[karstenkoehler · Accepted solution]

Hi @JBoger,

This can be done with the custom report builder: https://knowledge.hubspot.com/reports/create-reports-with-the-custom-report-builder

As primary data source select Feedback submissions, as additional source Tickets.

You can then choose a visualisation and drag the Ticket owner along with the desired response field from the left sidebar into the visualisation.

If you have a specific chart type in mind and get stuck, let me know what exactly you'd like to see on the x-axis, y-axis etc.

Best regards!