Ticket Description Field

Hi Reshma,

Thank you for your feedback.

We currently do not have any short-term plans to extract / expose ticket description & comments. With that said, we are looking at making easier for you to open tickets / users / organizations from within Explore.

Kind regards

Vincent

Hello!

Just wondering if there have been any developments on this?

Best,

@..., we are still not planning to expose ticket comments in Explore. However, we are working on introducing the default clickable links functionality to the table reports that will quickly direct you to the corresponding ticket in Support.

This is also a problem for us. We are trying to nail down an issue and the ability to pull multiple ticket fields along with the comments or at the minimum the last comment in a ticket would be extremely useful. 

Having run into the same problem, I developed a solution that is currently working for us. The solution involves the use of a webhook and trigger.

When a ticket is created, the first public comment will be taken and put in a custom ticket field. You can then add the custom ticket field to your reports in Explore.

1. Create a new webhook
   1. Admin Center→Webhooks
   2. Create webhook
   3. Trigger or automation
   4. Enter below info in the form
      1. Name: Enter something relevant
      2. Description: Enter something relevant
      3. Endpoint URL: https://campsystems1711984942.zendesk.com/api/v2/tickets/update_many.json
         1. The reason for using the update_many endpoint is because this will allow you to put the ticket_id in the json body of your trigger. You cannot put placeholders in the endpoint url of a webhook currently.
      4. Request method: PUT
      5. Request format: JSON
      6. Authentication: Basic authentication
         1. Enter your username and password
   5. Admin Center→Fields
      1. Field type: Multi-line
      2. Display name: Enter something relevant
      3. Description: Enter something relevant
      4. Permissions: Agents can edit
   6. Admin Center→Triggers
   7. Create trigger
   8. Enter below info
      1. Name: Enter something relevant
      2. Description: Enter something relevant
      3. Conditions:
         1. Ticket>Ticket Is Created
      4. Actions:
         1. Notify by>Active webhook - <<Choose webhook from dropdown>>
         2. JSON Body:
            {
 "tickets": [
     {"id": {{ticket.id}}, "custom_fields": [
        {"id": custom_field_id_goes_here, "value": "{{ticket.description}}"}
        ]
    }
 ]
}

When a ticket is created, the trigger calls the webhook, and the API populates your custom field with the ticket description. You may also want to add a tag in your trigger actions.