Will Explore include actual ticket comments?

11 Comments

  • Stephen Fusco
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    Hello Celicia,

    Unfortunately, ticket comment data is not synced with Explore. Ticket comments pose a particular challenge to our developers as that data is generally large and syncing it in an suitable timeframe is still quite difficult. 

    It is possible this may be implemented in the future but there is no timeline for that at this time. All the same, i'll make sure to submit your feedback to our product team. 

     

     

    1
  • Jan Wandrey
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    I look forward to get this this reporting feature in the near future. We miss it and we would love to use it!

    2
  • Laure
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    In the context of reporting to Customers, we really need to recover the contents of tickets: initial request + subsequent responses (in separate cells).

    3
  • Leora Machlis
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    Analysis of ticket comments (often times based on tags) is a critical part in capturing the voice of the customer, and is used heavily to gain greater insights into trends our team is seeing, Please expedite adding this functionality in ZenDesk!

    2
  • Fiona
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    +1 - would love to be able to pull internal or public comments from tickets with a particular tag

    2
  • Stacey Horowitz
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    We would really like to have this feature as well.  Our previous ticket/crm tool did provide this functionality. It did limit the field to say 300 characters, so maybe not the entire comment, but enough to understand the ask.

    1
  • Jitendra
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    +1. Many times public comments are much helpful to get some insights

    1
  • Nicholas Wiegand
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    Agreed!  It is quite tedious to click through hundreds or more tickets to see related issues.

    1
  • Abby
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    +1 for this request as well, to help with analysis for the voice of the customer 

    1
  • Luisina
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    +1 We also want this feature!

    1
  • Khajik
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    +1. This would be greatly beneficial for us. We are looking to send out a bi-weekly report to our leadership team on detailed field escalations that we have from our internal teams, and are housed in Zendesk. Rather than using a choppy google form to log these, reporting on it through Zendesk would be the ideal flow. 

    0

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