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 the 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.
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.
8 Comments
You can also use automation to look at the ticket description and create tags based on specific things in the description. Then report in Explore based on those tags.
A trigger would be ideal because automations will take up to an hour to apply the tag. I do not see any way to run triggers based on the ticket description though, just the latest ticket comment and I am not sure if that would work the same way.
Fwiw, For newly-created tickets, the first comment in the ticket is checked; if the condition doesn't find a match in the first comment, then the subject text of the ticket is checked. There's more info in the description of "Ticket: Comment text" here: Trigger conditions and actions reference
That does work. Thanks Dave!
I'm in need of this feature too but I cant figure out a workaround. I need the entire description field that comes in to be added to a query/dashboard. Any thoughts? I'm looking at triggers and I don't see a way to accomplish that in there.
I understand the importance of this functionality for your use case. However, it was intentionally designed to optimize the performance consistency and scalability of Explore for all of our customers.
All the available options are the ones discussed above. First is with the use of custom fields. This option will have a limit of 65,536 for text fields. The other option is by the use of exporting ticket data and API.
Hope this helps!
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