Good Data - ticket mulitline text field reporting capability

39 Comments

  • Darren Willner
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    I agree... this is great information to get and report on

    2
  • Elene PECK
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    Yes, it would be great to see Insights reporting extracting out text fields or multi-line fields in reports.  It has to be all the wordings in these fields as currently, Insights reporting only shows 128 characters for the text field which hinders our operations.

    Please help to quickly look into this as we have waited for 1 year and so far, still no improvement on the 128 characters limitation.  Looking forward to seeing the improvement real soon.  Thank you!

     

    2
  • Darren Willner
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    Thanks Elene!

    This information is critical when running massive reports regarding our clients.  The only other way to output these results is very clunky and not at all user friendly. 

    Even if the report was truncated at 128 characters, it would be extremely helpful.  If more info is needed, we can always go directly to that ticket.

    2
  • Elene PECK
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    Thanks, Darren!

    128 characters are not sufficient for our operations as we need to capture as much info as possible for the resolution of each case.  We have many cases per day and it's not possible for our agents to view ticket by ticket.  It's too time consuming and not productive.

    I would much prefer to have all the information in the text field if possible.

    But if this is really a constraint for Insights reporting, maybe we can look at the possibility of having 256 characters?  double or triple current characters.  Thanks!

     

    2
  • Ian Bigg
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    This would be very helpful for my needs also

    2
  • Daniel Duan
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    we also want mulitline text field to be imported to GoodData for analysis.

    Plz help to get this function available.

     

    thanks a lot.

    3
  • Dan Ross
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    Another vote for this! We have business critical data that's being captured in this field type and need to be able to report on it! 

     

    There's no warning when creating a multi-line field that your data won't be accessible via reports!

     

    2
  • Andre Arcand
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    We need Multi-Line text field to be exported to gooddata as well.

    3
  • Justin
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    +1 This feature is crucial for reporting.

    3
  • Dave
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    +1 this feature would be hugely helpful

    3
  • Kristin Woodard
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    +1 - We don't have a large number of multi- line text fields (we rely heavily on drop downs etc to ensure standard formatting of data) but when we do use multi line text it is because the data absolutely has to be unstructured!

    2
  • Jacob Bockelmann
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    What is the point of having a ticket field if you do not allow users to report upon it? This is ridiculous.

    4
  • Chris Ryan
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    Agree with all of these users -- it's ridiculous we have been storing data in the multiline text field and were neither warned nor given advisory on the procedures for importing this in using MAQL.  

    1
  • Oscar Rizo
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    This would have saved me SOOOO MUCH TIME for us! I had to manually go into each ticket to read and gather product defects as we used multiple line text for customers to provide issue/feedback. 

    1
  • Nicholas Ferrelli
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    +1

    1
  • Michel Müller
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    Wir würden dies auch sehr unterstützen, wenn man mehrzeiligen Text in Insight abbilden könnte.

    0
  • Viorica Pop
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    +1

    1
  • Pierugo
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    +1

    Zendesk - please provide some feedback / plans about implementing this. It doesn't make sense to be able to use all field types except multiline text! Users have been reporting this for +3 years now and no feedback has been provided yet!

    0
  • Thomas Anderson-Offer
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    +1 this will save us hours of work

    0
  • Tamina
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    +1 We also need this feature in order to save hours of work.

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  • Pierre Grenier
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    Hello everyone... given that GoodData does not have ability to run any analytics on free form text, then you need the multiline text field to just show in a report (alongside other ticket-specific data).  Are we correct or are we missing something here?

    If this is just for display purposes, then would you please tell us why the Views don't work for you.

    Thank you.

    0
  • Michel Müller
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    1. I would like to export this data as a CSV file and

    2. I would like to be able to send this data daily as a report to other external persons.

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  • Kyle Blake
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    +1 I have to send weekly reports to our account managers and we use a mutli line box to house high level overviews of issues and resolutions. Maybe im only speaking for myself but I dont need to run any analytical information on it. I just need it in a report. 

    Views can show it but were 1. limited to only 10 columns and 2. zero automation. 

    I had this option in Data Hero, weird its not available here. 

    1
  • Martin
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    +1, I want to get a text summary about the ticket in some cases from my agents as a report. Why don't we get any product feedback to if this is a possibility or not?

    It should be possible to have in the same way as subject line or short text field. We don't need to analyse it, just report it.

    1
  • Aswin Kannan
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    +10000 from my end

    It's been 4 years, Zendesk. And, not a single official confirmation. It is ridiculous to give a field and not being able to report on the same! :(

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  • Nicole - Community Manager
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    Hey Aswin - 

    Pierre was just in here a couple of weeks ago. Can you speak to the questions he asked in his post? 

    Also as a point of clarification, longevity of a post is not one of the primary data points we use in making product decisions. 

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  • Aswin Kannan
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    Fair enough. The primary reason "Views" don't work is that we cannot select date range. I don't want to specify hours created since, hours since open, etc because that is dynamic and doesn't serve the purpose.

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  • Kyle Blake
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    To add on, Views also cant be scheduled. I need a weekly report to fire with a multi-line field. No analytics are needed, just the data in an excel sheet. 

     

    Pierres comment of "then you need the multiline text field to just show in a report (alongside other ticket-specific data)" is correct. 

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  • Lauren R
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    Hello, we are currently in transition to Zendesk and want to continue providing the reports our brands have been seeing for the past 20 years. They want to know the content of what people are calling about. It's an IT support desk, so our 'clients' want to look at reports that reveal content of the tickets beyond just subject line and category. Currently our reports in our old system show an aggent's comments about the ticket, generally 1-2 sentences. Such as, "User got error message xyz when setting up mail. I had her restart device and everything worked." Sometimes there's more detail, but this is the idea we're looking for...

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  • Lauren R
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    Like previous commenters said, we need to export this for specific date ranges such as past week and YTD, and scheduling would be nice although this isn't a requirement. The general idea is we don't need to run any analysis on this. We provide a report that simply gives date, status, agent, caller name, brand, subject line, and [info from a custom field that's a multi-line box].

    0

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