How to create report on specific comment tickets


  • Katie D.
    Zendesk Customer Advocate

    Hello Kasi!

    Insights is great at measuring anything with a numeric value. Since ticket comments are text based, there is not a great way to quantify this type of data within Insights. The short answer on this is unfortunately not.

    That being said. It sounds like you are mostly interested in tracking the number of tickets containing the comment #Knowledge Content#. 

    If this is the case, you could potentially track this with the assistance of a custom ticket field. I'd recommend using either a drop down field or a check box, as it's easy to track these types of fields within Insights. 

    Once the field is created, you could either track this by asking your agents to select the field for tickets when necessary. Alternately, you could create a trigger to fire when a particular string of words is present in the ticket comments. The trigger could then set the custom field for new tickets.

  • Tracy Johnson

    Does that mean that there is no way to build a report that looks for specific words or phrases in the comments?  You HAVE to add a custom field to do this?

    I'm trying to build a report that gives me the # of Solved Tickets with the words "Management Portal" in a public comment somewhere, but cannot figure out how to accomplish this.

  • Graeme Carmichael
    Community Moderator


    You cannot build a report looking for comment text as comments are not passed to GoodData. 

    So, yes first you must use a trigger to tag your ticket or use s custom field. 

  • Tracy Johnson

    Got it.  

    Thank you!

  • Melysa Cheatham

    I am looking to export all messages from all the tickets, including attachments, in one of our accounts with Zendesk since we will be closing this functionality at the company and no longer need Support for this email. However, we do need to have a record of all inbound emails, attachments, and our responses for legal reasons. Is it possible to have these include in the JSON export from Zendesk?

  • Brett Bowser
    Zendesk Community Team

    Hi Mcheatham,

    If you're on the Professional and Enterprise plans you do have the option to export your information into a JSON file as mentioned in our Exporting data to a JSON, CSV, or XML file article.

    Additionally, if you'd like to export attachments you'll most likely need to do so using our API. More information in How can I download all attachments in a ticket?

    If you're on either of the above plans but don't see the option to export let us know!


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