Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
Explore never stores what was written in a comment, so you can count comments but not report on their text.
Can I report on ticket comments? Can I report on the description field? Why is comment text missing from Explore?
No, and that is deliberate. Explore does not capture the content of ticket comments at all, to keep reporting fast as accounts grow. The description field is the first comment, so it is excluded on the same grounds.
You can still count the comments themselves: how many, public against internal, by whom, over what period. That is usually the measure of effort you were after.
How to get at the text anyway
Five routes, in rough order of effort.
| A table of ticket IDs | Build the report you want, add ticket ID as an attribute, and click through to read the ticket. Fine for tens of tickets, not for thousands. |
| Intelligent triage | With the Copilot add-on you get Intent and Sentiment as reportable attributes, both marked Requires intelligent triage. On the ticket the first of those is called Topic. That is not the text, but it is often the thing you wanted the text for. |
| A custom multi-line field | Agents paste the relevant passage into a field that Explore can read. It works, and it depends on people remembering. |
| An export | Ticket exports in JSON, CSV or XML do include the comments. Analyse them outside Explore. |
| The Ticket Comments API | A GET returns the comments for a ticket. The right answer when this needs to happen repeatedly rather than once. |
Before choosing, ask whether you need to read the text or to measure something about it. The second is usually answered by triage attributes, with no export at all.
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