Can I report on the ticket description field in Explore?

Question

I can't find the description field or initial comment in Zendesk Explore to be displayed in reports. Is it possible to add it?

Answer

Explore doesn't capture the content of ticket comments. This was intentionally designed to optimize performance consistency and scalability of Explore for all of our customers.

A workaround that you can use is to create a custom multi-line text field. The agents can then manually copy and paste the comment into the ticket field and report upon that custom field in Explore. For more information, see the article: Reporting with custom fields.

Alternatively, you can export ticket data (JSON, XML and CSV), but the exports will return all ticket data in addition to the comments. To extract the comments, you need to manually go through the file. For more information, see the article: Exporting data to a JSON, CSV, or XML file (Professional and Enterprise).

Finally, you can also use the API to retrieve the content of your ticket comments. For more information, see the Tickets endpoint of our API documentation.