Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
No, not on what was written. You can count comments; you cannot report on their content.
What you can do
- Count comments per ticket, public and internal.
- Count agent replies against customer replies.
- Use the first and last comment times, which is how reply times are derived.
What you cannot
Search or group by the words in a comment. Explore reports on fields and values, not on free text, so "how many tickets mention refunds" is not a report.
How to answer that question anyway
- Intelligent triage, which reads incoming tickets and puts a topic on them. That is a field, and fields report.
- Tags applied by triggers on keywords, if you know the terms in advance.
- A ticket field agents set, which is the most reliable and the most work.
The pattern is always the same: turn the thing you want to count into a field, then report on the field.
Search is not reporting
Support search does look inside comments, which is fine for finding a ticket and useless for counting. It gives a list, not a trend.
Comment counts are still useful
A ticket with fourteen comments took a great deal of conversation. Average comments per ticket, by subject, points at where the process is unclear, without reading any of them.
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