Recent searches


No recent searches

Can I report on ticket comments or the description field?



image avatar

Ricardo Pinto

Zendesk Digital Resources Team

Edited Jul 12, 2023


-3

10

10 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.

0


Thanks Shaun! You'd probably want to use Triggers for that, specifically though, right?

0


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.

0


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

0


That does work. Thanks Dave!

0


Awesome, glad to help!

0


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. 

1


image avatar

Dane

Zendesk Engineering

Hi Tanya,
 
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!

-5


Hi.  We also need this feature for reporting.  We have 2 reports that require the First comment from the Customer, as it is, not a summary or tags.  The suggested workarounds don't really work for us. 

Getting the agent to copy to a custom field creates extra work for the agents and they would also need to remember to copy the customer comments for the required enquiry types. The suggested workaround does not cater for reporting on historical ticket data. 

0


Hi Evans,

 

We encountered a similar requirement and opted to create a ZIS integration that copies the initial ticket description into a hidden multi-line custom field. Here’s how the bundle is set up. If you have any questions, don’t hesitate to DM me!

 

{
    "name": "ZIS integration - Ticket descriptions",
    "description": "Add the ticket description to a custom field for reporting",
    "zis_template_version": "2019-10-14",
    "resources":
    {
        "GetDescAction":
        {
            "type": "ZIS::Action::Http",
            "properties":
            {
                "name": "GetDescAction",
                "definition":
                {
                    "method": "GET",
                    "path.$": "/api/v2/tickets/{{$.ticketId}}.json",
                    "connectionName": "zendesk",
                    "headers":
                    [
                        {
                            "key": "Content-Type",
                            "value": "application/json"
                        }
                    ]
                }
            }
        },
        "AddDescAction":
        {
            "type": "ZIS::Action::Http",
            "properties":
            {
                "name": "AddDescAction",
                "definition":
                {
                    "method": "PUT",
                    "path.$": "/api/v2/tickets/{{$.ticketId}}",
                    "connectionName": "zendesk",
                    "headers":
                    [
                        {
                            "key": "Content-Type",
                            "value": "application/json"
                        }
                    ],
                    "requestBody":
                    {
                        "ticket":
                        {
                            "custom_fields":
                            [
                                {
                                    "id": 34216058451731, // Add your custom field ID here
                                    "value.$": "$.ticketDescription"
                                }
                            ]
                        }
                    }
                }
            }
        },
        "AddDescFlow":
        {
            "type": "ZIS::Flow",
            "properties":
            {
                "name": "AddDescFlow",
                "definition":
                {
                    "StartAt": "GetDetails",
                    "States":
                    {
                        "GetDetails":
                        {
                            "Type": "Action",
                            "ActionName": "zis:{{your-ZIS-integration-name}}:action:GetDescAction",
                            "Parameters":
                            {
                                "ticketId.$": "$.input.ticket_event.ticket.id"
                            },
                            "ResultPath": "$.input.ticket_details",
                            "Next": "FetchTicketDescription"
                        },
                        "FetchTicketDescription":
                        {
                            "Type": "Action",
                            "ActionName": "zis:common:transform:Jq",
                            "Parameters":
                            {
                                "expr": ".ticket.description",
                                "data.$": "$.input.ticket_details"
                            },
                            "ResultPath": "$.input.ticket_details",
                            "Next": "ZendeskTicketUpdate"
                        },
                        "ZendeskTicketUpdate":
                        {
                            "Type": "Action",
                            "ActionName": "zis:{{your-ZIS-integration-name}}:action:AddDescAction",
                            "Parameters":
                            {
                                "ticketId.$": "$.input.ticket_event.ticket.id",
                                "ticketDescription.$": "$.input.ticket_details"
                            },
                            "End": true
                        }
                    }
                }
            }
        },
        "AddDescJobSpec":
        {
            "type": "ZIS::JobSpec",
            "properties":
            {
                "name": "AddDescJobSpec",
                "event_source": "support",
                "event_type": "ticket.TicketCreated",
                "flow_name": "zis:{{your-ZIS-integration-name}}:flow:AddDescFlow"
            }
        }
    }
}

0


Please sign in to leave a comment.