Unfortunately, you cannot filter ticket comments by specific strings in Zendesk Explore. The contents of ticket comments are not pulled into Explore, so filtering by a specific string is not possible.
If you need to analyze specific comment content, you might need to look into other methods or tools outside of Explore that can access the raw ticket data.
Creating a report to track agent interactions on tickets in Zendesk is straightforward. You'll need Zendesk Explore Professional or Enterprise, and Editor or Admin permissions. To start, go to Explore and click the reports icon. In the Reports…
To report on agent comments made on a specific day, use the Ticket Updates dataset in Zendesk Explore. This allows you to filter comments by the update date. Create a query using the 'Update Date' attribute instead of the 'Create' or 'Solved' date….
To differentiate between agent and end-user comments in Zendesk reports, use the Ticket Updates dataset and create a custom query. You can isolate comments by using the 'Updater role' attribute. This allows you to break down comments by the role of…
Currently, it's not possible to create a single report that combines agent activity in both Support and Messaging in Zendesk. A workaround is to build separate reports using the Tickets/Updates history dataset for Support and the Messaging dataset…
To track tickets that a specific group has interacted with, regardless of comment type, you can create a report in Zendesk Explore. Use the 'Updater role' and 'Updater group' attributes to filter interactions by the desired group. This will allow…