Parked

Will Explore include actual ticket comments?

Related products:Analytics

Forum|Forum|7 years ago
December 5, 2018
58 replies
359 views

Our reports need to include ticket comments, at the very least the first ticket comment submitted by the customer. Will Explore include actual ticket comments?

If a customer is submitting a complaint about an airport terminal, our management team wants to review the the comments to see what needs to be addressed. Comments must be included in our reports.

Insights did not have this option. Was this fixed in Explore?

This topic has been closed for replies.

Stephen43

Employee

Hello Celicia,

Unfortunately, ticket comment data is not synced with Explore. Ticket comments pose a particular challenge to our developers as that data is generally large and syncing it in an suitable timeframe is still quite difficult.

It is possible this may be implemented in the future but there is no timeline for that at this time. All the same, i'll make sure to submit your feedback to our product team.

J

Jan25

I look forward to get this this reporting feature in the near future. We miss it and we would love to use it!

L

Laure

In the context of reporting to Customers, we really need to recover the contents of tickets: initial request + subsequent responses (in separate cells).

L

Leora12

Analysis of ticket comments (often times based on tags) is a critical part in capturing the voice of the customer, and is used heavily to gain greater insights into trends our team is seeing, Please expedite adding this functionality in ZenDesk!

A

Anonymous

+1 - would love to be able to pull internal or public comments from tickets with a particular tag

S

Stacey14

We would really like to have this feature as well. Our previous ticket/crm tool did provide this functionality. It did limit the field to say 300 characters, so maybe not the entire comment, but enough to understand the ask.