Can I report on ticket comments or the description field?

Question

I can't find the description field or any ticket comments in Explore to be displayed in reports. Can I create a report that has the body of the tickets submitted?

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 Zendesk customers.

If you use the Ticket ID attribute in your report, you can access individual tickets and check their comments by selecting the ticket ID in the table visualization.

An alternative workaround 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.

Alternatively, export ticket data (JSON, XML and CSV), but the exports will return all ticket data in addition to the comments. To extract the comments, 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.