Reporting on Ticket Comments - Frequently asked questions
Frequently asked questions
Can I report on ticket comments in Zendesk Explore?
No, Zendesk Explore does not capture the content of ticket comments. This design choice helps maintain performance consistency and scalability for all users. However, you can still access individual ticket comments by using the Ticket ID…
How can I report on the description field in Zendesk?
You can't directly report on the description field in Zendesk Explore. This is due to design choices aimed at optimizing performance. However, you can create a custom multi-line text field where agents manually copy and paste the description….
What are the alternatives to report on ticket comments in Zendesk?
While Zendesk Explore doesn't capture ticket comments, there are alternative methods to access this data. You can create a custom multi-line text field for agents to manually input comments, which can then be reported on. Additionally, exporting…
Can I use automation to report on ticket descriptions in Zendesk?
Yes, you can use automation to report on ticket descriptions by creating tags based on specific content in the description. Triggers are ideal for this purpose, as they can apply tags based on the latest ticket comment or subject text. Once…
How can I export ticket data including comments from Zendesk?
To export ticket data including comments from Zendesk, you can use the export feature to download data in JSON, XML, or CSV formats. These exports will include all ticket data, and you'll need to manually extract the comments from the file. This…
Can I use the Zendesk API to access ticket comments?
Yes, the Zendesk API can be used to access ticket comments. This is a viable option if you need to retrieve the content of ticket comments programmatically. The API provides endpoints that allow you to fetch ticket data, including comments, which…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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