Will Explore include actual ticket comments?

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53 Comentários

  • Brandon Cowan 12345678


    When will this be available?

  • Taylor

    We used to be able to build reports and pull comments in Salesforce with the new updates to Salesforce/ZD we are no longer able to do this and pushed into using Explore. But the above is the most basic and required functionality we need in these reports. 

     Is pulling comments in the works or is there any way we can at least get back the Salesforce reporting? 

  • Jennifer Landry

    I agree, this is a necessity! While I understand it is overwhelming magnitude of data that needs to be parsed, these reports, as they currently function, are really only useful for "number" metrics and nothing else, such as the needs of "Voice of Customer". Please consider this as an addition to your product roadmap in the very near future.

  • Tyler Tew

    As with everyone else in the comments, I agree that this really needs to be implemented. It would give us significantly more options for reporting.

    From what users are saying to how agents are responding, comment details could provide a great deal of insight.

  • meowthhax

    If you will providie us ticket options then our team can fix the issues raised by clients as it will be alternatives too.

  • PT Dadlani

    Can someone provide a timeline on this?  Having access to comments allows for more meaningful reporting - especially if you can pull a report on specific comments - such as all that use a particular macro.  Please advise.

  • Lisa Le Lem

    +1  could anybody from the Explore Team please give an update about this? 

  • Leon Wilkes

    Any idea when this will be available?

    We have a integration (Smartling) which adds a tag to tickets using a google api to work out the end-user's language, thing is the first line of follow up tickets is hardcoded & in english, so the tickets regardless of language get a english language tag added, I need to find a way to see how many follow up tickets were actually in a language other than english.

    But I can't currently find this information out with a query.



  • giovanni.caloni

    +1 !!!

    Please, Can someone provide a timeline on this?  

    It is clear that thisis a needed feature!!!!

    Or, please, answer to all the people here that Zendesk is NOT INTERESTED to develop such feature.

    Thakn you


  • Ahmad Yousef

    Definitely voting for this!

  • SOCi

    Having comments or first request text is absolutely crucial to reporting - both internally and externally. We just migrated to Zendesk a few months ago and this is already going to cause huge hurdles in reporting. 

  • John DiGregorio

    As Zendesk doesn't allow public reporting on the community we get a number of requestes from customers asking for reports showing the last public comment.  Today, we are having to export the report to Excel and then look in each ticket for the last comment, cut and past.   Not bad when a customer has 5 issue but trying doing it weekly for 50 cases - not a lot of fun

    I have worked with numerous other packages in the past and they all offer this

  • John DiGregorio

    To make matters worse there are so many old threads on this that no longer work, dynamic content, placeholders, etc.

  • Anthony

    This is a big pain point for me.  I am commonly asked for a list of comments from certain ticket types from my superiors.  I'm currently working on a list of over 6000 that has to have comments copy/pasted 1 by 1.  The ability to include comments in Explore reports would be a massive relief.  At the very least, the ability pull the first comment from the end-user/customer.  

  • John DiGregorio

    Currently, I am having the analysts put the latest update in a custom field.  However, this is time consuming and there is a lot of room for human erro

  • James McCoy

    Our business needs to see a detailed report of comments sent by an agent.  The inability to do this is surprising and creates challenges for us.

  • Vladimir Petrushenko

    Big +1 to this feature. 

    The feature would allow us to share customer comments with partners in automated way via dashboard scheduling. Unfortunately, currently we have to do that manually  

  • Liz Coster

    Really need to have this feature - not understanding why this would not be available for us to use if we want/need to. 

  • Leigh KELSEY

    Adding another +1 to the pile. Having the first comment would help greatly.

  • Jason Mesiti

    +1 on this, any status?

  • Support Service


    We would also like to see the ability to generate reports with public comments (as well as all other comments).

  • Preventium Health - Websays

    If anyone is interested in this feature we can provide custom real-time reports integrated in Zendesk using Zendesk API so we can cross any data source, including search, column sorting, excel download or excel periodic mailings. As we get the data from the API we can include ticket notes aswel.

    Here’s an example showing real SLA when different agents interact with the same ticket, since this is not possible in Zendesk Explore.

  • Franca Meggiolaro

    I too am interested in this issue. Please any news?


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