Can I report on the ticket description field?

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8 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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  • Nicole

    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. 

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  • 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!
    -1

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