What is the difference between the metrics agent replies and public comments in Explore reporting? What options do I have to report on different ticket comment activities in Explore?
The metrics agent replies and public comments both relate to how different actors are adding comments to a ticket. These two metrics have many differences including that they are in two different datasets.
The metric public comments is within the Ticket updates dataset. Public comments represent all public comments on a ticket, including both end-user and agent public comments.
Ticket Updates dataset covers individual ticket events. This dataset is designed for narrow, targeted reporting rather than broad trends. Other metrics within the Ticket updates dataset are Internal comment, Agent comment, and End-user comment.
The metric agent replies represent all public comments added to a ticket by an agent, excluding ticket creation. For example, when an agent creates a ticket with a public comment, that first comment will not be counted. This may result in the public agent comment total being higher than the agent replies value.
The Tickets dataset covers ticket-level metrics, which are designed to make high-level, overview reporting more efficient.
When analyzing ticket comment activity, you can report on who posted the comment, the agent or the customer (end-user), and you can report on how that comment was posted to the ticket, the comment is public or private (internal). Only agents can post internal comments. To learn more, see the article: Adding comments to tickets.
The following metrics allow you to report on ticket comments:
In the Ticket Updates dataset we have:
- Agent comment
- End-user comment
- Public comment
- Internal comment
In the Tickets dataset, we have:
- Agent replies
For more information, see the article: Understanding Explore datasets.