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
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Agreed, unfortunately, this has already been suggested and rejected by Zendesk:
https://support.zendesk.com/hc/en-us/community/posts/4409216930202-Will-Explore-include-actual-ticket-comments-
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