Will Explore include actual ticket comments?

16 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!

    3
  • 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. 

    1
  • Neus
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    +1 This is really urgent for us to have

    1
  • Hillary Latham
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    This would be helpful for reporting on use and action on workflow steps.  I cannot report on macro usage or on tag changes in Explore either.  It's very limiting for how to report on if and when my agents are using workflows.  The workaround mentioned is to log data in a field when workflow steps happen, but it's not practical to add more fields to each of my forms to capture data solely for reporting.

    0
  • Рамис Батров
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    Hi
    Comments can be uploaded via api, right? (GET /api/v2/tickets/{ticket_id}/comments.json)
    Question: why explore does not have the ability to build a custom request to upload the values of the "comment" field? Does not fit in the head.
    The problem was announced a year ago, is there any progress in this request?

    1
  • Sean
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    This would be helpful if we could include ticket comments in reports. I give a monthly report to our product team on what our users are requesting. It would be nice to create a report that will automatically send the first comment submitted by the end-user to multiple teammates. Right now, this is a manual process. 

    1
  • Liene Vērzemnieks
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    Adding a vote for this: our latest use case is trying to pull all tickets with a given search term in the comments. It's especially important when we retrospectively discover, or become curious about, ticket trends that aren't represented in metadata.

    I've been looking for workarounds but have only found dead ends so far:

    I can search for tickets containing a term in Zendesk proper, but cannot select them to edit them (to e.g. add a tag for further reporting), and can't export to CSV from there.

    I can't create a view from them (sorting by a search term), even though the view would allow us to select & export from there.

    I would be very okay with this taking a while; taking an hour or a day (or several days) would be much preferable to the current status of "can't ever gather this data."

    0

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