Our managers would like the ability to view the text content of public comments sent by Agents in a table. Is this possible? I can only find ways to aggregate comment totals. We want to see the actual communication within those comments. I looked around and have not found an answer to my question.
How to view details of all public comments sent by an agent?
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Do they plan to allow reporting off of comments in the near future? You look pretty silly on customer calls having to drill into each case to get the last comment
Hey John,
Just confirm, are you wanting the actual comment to display in your reports? AFAIK this isn't something that is planned at this time. If you'd like to see this functionality, I would recommend sharing your feedback in the following post: Will Explore include actual ticket comments?
Let me know if you have any other questions in the meantime!
Just confirm, are you wanting the actual comment to display in your reports? AFAIK this isn't something that is planned at this time. If you'd like to see this functionality, I would recommend sharing your feedback in the following post: Will Explore include actual ticket comments?
Let me know if you have any other questions in the meantime!
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Hi James,
There is no native way to include the actual ticket comments on your Explore report. You may need to create calculated metrics and attributes and add them to your queries.
As an alternative, you can also export your tickets including all the ticket details including comments. More information can be found here What are my ticket export options?