Overview of Ticket Conversation Report – Key Insights
The Ticket Conversation Report in BoldDesk provides detailed insights into all conversations occurring within tickets. It allows teams to review and analyze communication between customers and agents, including:
- Public messages
- Private notes
- Optional automation notes
This report helps improve support visibility, track communication history, and identify conversation patterns.
- This report only includes ticket conversations (agent replies, customer replies, notes).
- Automation notes can be optionally included.
- Activity comments linked to ticket activities are not included in this report.
How to Access Ticket Conversation Report
You can open this report from the Reports Module in BoldDesk.
Available Filters
The Ticket Conversation Report includes multiple filters to help refine and analyze conversations efficiently.
| Filters | Description |
|---|---|
| Brand | Filters conversations by the selected brand. |
| Date Range | Filters based on when the conversation was created. |
| Message Type | Filter by message type (public message, private note, public note). |
| Updated By | Filters based on the user who updated the conversation. |
| Updated By User Type | Filters based on whether the update was made by an agent or customer. |
| Ticket Category | Filters conversations by ticket categories. |
| Message Flag | Applies filters based on assigned message flags. |
| Ticket Agent | Filters messages associated with a specific ticket assigned agent. |
| Message Tags | Filters messages by tags added to each message in the conversations. |
| Requester | Filters conversations based on the requester (owner) of the ticket. |
| Exclude Automation Notes | This excludes automation notes that have been added to the ticket. |
Statistics Widgets
The ticket conversation report consists of the count-related statistics widgets and a detailed feedback view. You can view the statistics as the number of unique tickets, unique agents, unique contacts involved, agent updates, and contact updates.
| Widgets | Description and Purpose |
|---|---|
| Unique Tickets Involved | Represents number of distinct tickets with conversations. |
| Agent Updates | Total number of updates/messages added by agent(s). |
| Unique Agents Involved | This is the number of agents who contributed to conversations. |
| Contact Updates | Represents the number of updates initiated by customers, including both the requester/owner and the cc’d users. |
| Unique Contacts Involved | Number of customers who participated in conversations. |
Actionable Items in the Conversation Report
The report also allows you to take quick actions without opening the ticket.
Supported Actions
It supports the following two actions:
- Adding Private Note to a ticket (directly to a ticket)
- Update tags to a ticket (categorize or flag communication)
How to Use these Actions
- Select a conversation entry.
- Choose either Add Private Note or Add Tag from the action menu.
- The selected action performed will be added to the respective ticket.
Agents can add notes or apply tags for follow-up or review without opening the ticket, improving efficiency.
Limitations and exclusions
- Activity comments are not shown in the Ticket Conversation Report.
- Export and print are not supported for the Ticket Conversation Report.
- There is no direct export option for ticket private notes from the Reports module.
Troubleshooting
Conversations are missing from the report
- Confirm the Date Range filter includes the conversation creation date.
- Confirm the correct Brand is selected.
- Confirm the Message Type filter matches the content you expect (for example, select Private Notes to find internal notes).
- If automation notes are expected, confirm Exclude Automation Notes is not removing them.
Automation notes are not appearing
- Check whether Exclude Automation Notes is enabled.
- If enabled, automation notes are intentionally removed from the report results.
Cannot see only customer replies
- Use Updated By User Type = Customer.
- If results still look incomplete, verify Message Type is not limited to notes only.
Unable to add a private note or update tags from the report
- Confirm the conversation row is selected before opening the action menu.
- If the action menu is not available, confirm the agent role has permission to add notes and edit tags (permissions are role-dependent).
Need to review private notes across many tickets but cannot export
- Use Reports → Ticket Conversation Report → Message Type = Private Notes.
- Save the filter set as a View for repeated access (exporting is not supported).
Frequently Asked Questions (FAQ)
1. Does this report include activity comments?
No. Activity comments are not included in the Ticket Conversation Report.
2. Can I include automation notes?
Yes. You can toggle Exclude Automation Notes to include or exclude them.
3. Can I filter only customer responses?
Yes. Use the Updated By User Type filter and choose Customer.
4. Can I take actions from the report view?
Yes. You can add private notes or tags directly from the report.
5. Does the report show internal agent communications?
Yes. Private notes are included when filtering message types as Private Notes.
6. Is it possible to export the data in the Ticket Conversation Report?
No, it is not possible to export the data here or print the information.
7. Can I export ticket private notes from Reports?
Currently, there is no option to directly export ticket private notes from the Reports module. However, you can view all ticket private notes by using the Ticket Conversation Report. Navigate to Reports → Ticket Conversation Report, then select Private Notes under Message Type. This will display all ticket private notes for the selected date range, and you can save this configuration as a View for easy future access. Exporting private notes is not supported at this time.
