I have a quite basic query where I want to display the number of ticket comments added by agents on specific dates for tickets on e-mail and web channels. I use the Support: Ticket updates dataset for this.
As a metric I use Tickets updated w/comment, and the attributes I have are Comment type filtered to display only Internal and Public comments, and the Updater name. I have also filtered on Updater tags as I use agent tags to easily filter out agents by team.
What I have discovered is that the report will still display all updates, not just when a comment is added. So for instance when a ticket is automatically closed by a trigger, it pops up in the table to show that a ticket with a comment from an agent was updated.
I only need to count when an internal or public comment is added, but Explore still counts the ticket just because something else was updated as well. From what I can gather, it seems that I can only check if a comment is present, and if a comment at some point in the ticket's lifetime was added, then all future updates will also be counted.
How can I achieve to count only the times a comment are actually added?
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