Can I report on the ticket description field?

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6 Comments

  • Shaun Murray

    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.

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  • Dave Dyson
    Zendesk Community Manager
    Thanks Shaun! You'd probably want to use Triggers for that, specifically though, right?
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  • Shaun Murray

    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.

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  • Dave Dyson
    Zendesk Community Manager
    Hey Shaun,
     
    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
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  • Shaun Murray

    That does work. Thanks Dave!

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  • Dave Dyson
    Zendesk Community Manager
    Awesome, glad to help!
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