Pulling report on text of last reply on ticket | The place for Zendesk users to come together and share
Skip to main content
J
johncom
July 10, 2026
Question

Pulling report on text of last reply on ticket

  • July 10, 2026
  • 1 reply
  • 46 views

Hello! I am trying to build a report that will show me two things:
1. ticket ID
2. the text contained in the final note on a ticket

I would filter by solved tickets, date range, and inbound call. 

The place I am struggling is with how to retrieve the actual text of the final note on the ticket. Ideas?

1 reply

Fabi.SPL
Fabi.SPL
July 14, 2026

the reason you're stuck is that explore genuinely can't do it. ticket comment text isn't an attribute in explore's data model, so there's no clever calculated metric that gets you there. people lose a lot of hours before they find that out.

comment bodies only live in the ticketing api. so the shape that works is two steps. use explore for what it's good at, the filtered list of ticket ids, so solved, your date range, via inbound call, and export that. then for each ticket id call the comments endpoint and take the last one. join on ticket id and you have exactly the two columns you described.

one thing that will bite you: the last comment on a ticket is often an agent's closing note or an automated message, not the thing you mean by final note. decide up front whether you want the last public comment, the last agent comment, or the last comment from the requester, because they're frequently three different things and the api will happily give you the wrong one.

how many tickets a month are you pulling? that changes whether this is a one time script or something that needs to run on a schedule.

    Terms & ConditionsAccessibility statement