Is there a way to run a report for tickets that do not have a transcription? We have a backlog of tickets and many of them have a voicemail that does not have a message or transcritpion. We set up a trigger to auto close the tickets going forward that do not have a transcritpion, but I need to run a report for the existing tickets.
Report for tickets without transcription
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There's no native way to report on phone call transcripts in Zendesk. The transcribe call summary were added as internal notes on the ticket after each call ends. In this case, you can download your ticket data and comments via JSON, which includes comments, or use the API that also supports comments side loading. If you have a large amount of data to export, incremental exports are a great option too.
Here are some helpful resources for you to explore:
Exporting data
What are my ticket export options?
I truly hope this information is helpful! If you have any questions or need further assistance, feel free to reach us out!