Our reports need to include ticket comments, at the very least the first ticket comment submitted by the customer. Will Explore include actual ticket comments?
If a customer is submitting a complaint about an airport terminal, our management team wants to review the the comments to see what needs to be addressed. Comments must be included in our reports.
Insights did not have this option. Was this fixed in Explore?
The full richness of the Zendesk product is awesome, however, not being able to report on the customer comments does not make sense.
The purpose of Zendesk is customer service - why is this valuable reporting data not easily available or accessible to train our support staff and prove to our customers that their opinion matters and that it will be acted upon by Management?
Zendesk Support Manager responded saying "Longevity of a request is not a data point we use to prioritize what should be developed; just because it's something someone brought up a while ago doesn't mean it's the most important thing to the greatest number of people. We look at how many users an improvement will impact, how significant/business critical the functionality is, whether it's current state is actually preferable for the majority of users, and what other developments we have coming that may solve for the problem in the future, to name a few of the factors."
I would say over 4 years of customers asking for this feature is "significant".
Hi, if we could include ticket comments in reports. I give a monthly report to our product team on what our users are requesting. It would be nice to create a report that will automatically send the first comment submitted by the end-user to multiple teammates. Right now, this is a manual process.
Adding my +1 for this added functionality. It's helpful to be able to capture greater insight into contact reason beyond high level ticket categories. Even if can't show all comments, perhaps a way to add functionality to pull reporting based on selected keywords. We can see the ticket subject line which helps, but the full comments can yield greater insight.
Not sure why this isn't an option yet, clearly everyone here needs this type of reporting. Any update on when this will be available to us? When you only have 1 agent, you don't need to see the agent information as much as you need consumer insights. pretty disappointed in this.
+1
When will this be available?
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?
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.
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.
If you will providie us ticket options then our team can fix the issues raised by clients as it will be alternatives too.
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.
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.
Leon
+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
Giovanni
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.
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
To make matters worse there are so many old threads on this that no longer work, dynamic content, placeholders, etc.
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.
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
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.
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
Really need to have this feature - not understanding why this would not be available for us to use if we want/need to.
Hi there,
My appologies for the belated reply. We appreciate your feedback about the need to have the ticket comments available in your reports. Unfortunately, we are not planning to expose this information in Explore datasets in the forsiable feature.
Currently, Zendesk users can access individual tickets and check their comments by clicking on the Ticket ID in the Table visualization. So, ticket comments are one click away from any Zendesk user.
Adding another +1 to the pile. Having the first comment would help greatly.
+1 on this, any status?
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