How to report on comments in Helpdesk

[erika]

Hi,

I would like to add comments from the tickets as a reporting field. Currently, I can add it to 'add more fields to search' but when exporting the data that field is not there. 

Erika

[Melanie]

Hi everyone,

We support external Customers and our team consists of multiple support levels, T1, T2 etc.

I need a reporting portal where I can keep an eye on all open tickets that are worked on during the day as we have very strict SLA. 

What about creating a filter and sharing it with the responsible people? Do you think this will work? krogereschedule

[Gokce Gursel _Snapbytes_]

Hi @Melanie ,

You can also use Comment Enhancer app. However, to keep up with your tickets, in addition to Comment Enhancer, I can suggest Time to SLA.

It has an excellent notifier feature that allows you to send notifications to email/Slack or both. You can configure this notifiers to be send at a fixed duration (e.g. when 2h passed) or at an SLA Goal ration (when 50% of the SLA Goal is passed). These notifiers can be set as recurrent notifiers meaning they will be send at regular intervals as many times as you Iike. 

You can also set global notifiers which will allow you to keep up with your SLAs easily - you don't need to set notifiers for each SLA.

Please let me know if you have further questions.

Cheers,

Gökçe

[Gokce Gursel _Snapbytes_]

Hi @erika ,

To keep an eye on the comments of the open tickets, you can use Comment Enhancer app.

It has a feature called Last comment and Last Commenter custom fields that will help you to stay on top of your tickets.You can also search issues against these custom fields. Just start typing custom field names,and search issues. You can also add comment custom fields to the issue navigator and see the results accordingly.

Please let me know if you have further questions.

Cheers,

Gökçe

Please note that I'm one of the members of the Snapbytes team.

[erika]

Hi Gökçe,

I did not know there is such an option. Amazing! Thanks! Is there a way to test it for free?

thanks

Erika

[Gokce Gursel _Snapbytes_]

You can just download it to your instance and you'll have a free trial period to test the plugin with full functionality. If you have the necessary permission to download an app, you can do it, otherwise, you can just contact your admin.

Let me know how this goes :)

Thanks,

Gökçe

[erika]

perfect. thanks

[Zoryana Bohutska _SaaSJet_]

Hi @erika 

Also, you can take a look at the article How to display Last comment in Filter, JQL and any Add-on.

Hope it helps