Add customer comments to the reporting structure in Explore
When understanding shifts in trends, its important to be able to review the body of the email or chat from a customer to understand why certain ticket types have shifted in volume
This should be a quick filter on reports in explore and then you could just scan through and see the body of the email from a customer to get a better understanding of the trend. Having to open up every individual ticket to read comments is a very time consuming activity
Agreed, unfortunately, this has already been suggested and rejected by Zendesk:
Bitte melden Sie sich an, um einen Kommentar zu hinterlassen.