Will Explore include actual ticket comments?

+1 It's crucial for our reporting on voice of our customers as well.

+1 también lo necesitamos!

It surprises me we are unable to run a report in Explore on how often an error message occurs on ticket comments. 

We came from a system which was written in-house which had this functionality, yet the reporting functionality in Zendesk feels rather cumbersome in comparison.

Please can we have the ability to report on comments in Explore to be added to a release in the near future in the order we can produce sensible MI reports? 

Comments, even just last comment, would be great.

Our CSM's provide reports to their clients with information on their ticket history.  There are times these lists can be large and clients cannot easily identify what a particular ticket is in reference to based solely on the information we are currently able to provide.

Either the client or the CSM have to take the extra steps and time to retrieve the ticket in ZD to view the information. Not ideal.

This would be a fantastic addition. It doesn't make sense in my mind, that I can build triggers based on the presence of a comment string, but not in reports. I'm working around this by creating triggers that add a tag if a specific comment string is identified, so that I can report on those strings, but this doesn't work retroactively on older tickets and is pretty tedious and manual. 

The full richness of the Zendesk product is awesome, however, not being able to report on the customer comments does not make sense. 

The purpose of Zendesk is customer service - why is this valuable reporting data not easily available or accessible to train our support staff and prove to our customers that their opinion matters and that it will be acted upon by Management?

Zendesk Support Manager responded saying "Longevity of a request is not a data point we use to prioritize what should be developed; just because it's something someone brought up a while ago doesn't mean it's the most important thing to the greatest number of people. We look at how many users an improvement will impact, how significant/business critical the functionality is, whether it's current state is actually preferable for the majority of users, and what other developments we have coming that may solve for the problem in the future, to name a few of the factors."

I would say over 4 years of customers asking for this feature is "significant".

Hi, if we could include ticket comments in reports. I give a monthly report to our product team on what our users are requesting. It would be nice to create a report that will automatically send the first comment submitted by the end-user to multiple teammates. Right now, this is a manual process. 

Adding my +1 for this added functionality. It's helpful to be able to capture greater insight into contact reason beyond high level ticket categories. Even if can't show all comments, perhaps a way to add functionality to pull reporting based on selected keywords. We can see the ticket subject line which helps, but the full comments can yield greater insight.

Not sure why this isn't an option yet, clearly everyone here needs this type of reporting. Any update on when this will be available to us?  When you only have 1 agent, you don't need to see the agent information as much as you need consumer insights. pretty disappointed in this. 

+1

When will this be available?