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?
+1
We would also like to see the ability to generate reports with public comments (as well as all other comments).
If anyone is interested in this feature we can provide custom real-time reports integrated in Zendesk using Zendesk API so we can cross any data source, including search, column sorting, excel download or excel periodic mailings. As we get the data from the API we can include ticket notes aswel.
Here’s an example showing real SLA when different agents interact with the same ticket, since this is not possible in Zendesk Explore.
I too am interested in this issue. Please any news?
+1
When will this be available?
+1
This would allow us to built custom attributes to filter for specific keywords with far more accuracy than using this for the Header alone.
Bumping this. Can it really be June 2023 and ticket comments, or even just the 'Latest Comment' as a field still can't be viewed in reports?
Such a feature is easily available from many different ZD competitors and one of the main reasons why we were reluctant to sign on with ZD at first.
Our exec and product teams sometimes request a report that would be easily generated by such features to understand what our customers are saying to us. In 2023, it's remarkable that we're still having to pull such reports by hand.
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