What is the difference between public comments and agent replies in reporting?

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14 Comments

  • Dominic cx

    Hi Elissa,

    How does one find the "Agent replies" metric? I am only able to find "agent replies brackets"?

    Kindly,

    Dominic

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  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    @... If you go to the Tickets dataset, you should see Agent Replies as a Metric under the Activity section. Hope that helps!

    0
  • Stéphanie Cettou

    Hello,

    it seems that for a defined period, my "Public comments" filtered on Admin and Agent are different with the "Agent replies" data.

    Where the difference could come from ?

    Thank you,

    Stéphanie

    0
  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    Hi @... - Would it be possible to confirm which Role attribute (i.e. Updater Role, Submitter Role, Assignee Role, etc.) you've filtered your Public Comments query by?

    Also, what date attribute are you using to filter both the Public Comments query as well as the Agent Replies query? 

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  • Blanca
    Zendesk Customer Care

    Hi Stéphanie,

    Thanks for reaching out. So, the Agent Replies metric is the number of public replies added to a ticket by an agent and this metric is found under the Tickets dataset. While the Public Comments metric is the number of public comments on tickets both made by an Agent and an End-user and this metric is found under the Ticket updates dataset.

    I hope this answers your question. Please feel free to reply for any clarification.

    Cheers,
    Blanca | Customer Advocate

    Chat with our live support!

    https://support.zendesk.com/hc/en-us

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  • Kelly Robison

    How do I create a report to count the total number of public replies an agent sent? It seems like this is based on a D Count metric instead of a total number.  I've followed your recipe this way but it's not giving the correct data:

    1
  • Nick Olson
    Hi there!

    Thanks for reaching out! Could you elaborate on what aspect of the data is showing as incorrect? Which ticket channels are you looking to report on total number of agent public replies for? Also, which recipe are you referencing so I could take a closer look at where there may be potential discrepancies?

    I'm looking forward to your reply!

    Regards,
    0
  • Abed Islam

    I want to emulate Tickets dataset reports within the Ticket updates dataset. What is the exact formula for Agent replies? In the Ticket updates data set, if I try the below where the updater role is either admin or agent:

    IF ([Comment present] = TRUE AND [Comment public] = TRUE AND ([Updater role] = "Admin" OR [Updater role] = "Agent")) THEN
    [Update ID]
    ENDIF

    I get a slightly higher number than if the updater role is simply not the end-user:

    IF ([Comment present] = TRUE AND [Comment public] = TRUE AND [Updater role] != "End-user") THEN
    [Update ID]
    ENDIF

    I then try to calculate which of these are opening posts (so they're not replies) via:

    IF (([Changes - Field name] = "status" AND [Changes - Previous value] = NULL) AND [Comment present] = TRUE AND [Comment public] = TRUE AND ([Updater role] = "Admin" OR [Updater role] = "Agent")) THEN
    [Update ID]
    ENDIF

    If I subtract the Agent opening public comments (above) from the Agent public comments formula (either of the first 2), I get a number higher than Tickets' dataset's Agent replies.

    I'm at a loss here regarding these discrepancies. Please advise.

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  • Amy Dee
    Zendesk Customer Care

    Hi Abed! Thank you for providing these metrics! You're on the right track.

    The Agent replies metric in the Tickets dataset counts all public agent comments excluding ticket creation. If an agent creates a ticket with a public comment, that first comment will not be counted. That means a count of all public agent comments in the Ticket Updates dataset will likely be higher than the Agent replies metric in the Tickets dataset.

    I see you've accounted for that in your third metric, Abed. That's the approach I would take to align the Tickets and Ticket Updates results.

    If your results are still off, there are a couple possibilities that come to mind. First, public comments by a system user may skew the results. The system user may count differently depending on which channel it's using, so there may not be an easy way to account for it. In the Ticket Updates dataset, the system user has a NULL role.

    Second, the updater's role may have changed between when the comment was written and when you ran the query. The Agent replies ticket metric is logged at the time of the comment, and it does not change later. (It's just a number in the ticket's metric set; Zendesk doesn't track who made each agent reply.) Meanwhile, the Ticket Updates dataset may pull the updater's current role, rather than their role at the time of any given update. That could also cause discrepancies.

    If you're seeing significant discrepancies that can't easily be explained, you may want to contact our support team. That would allow us to look through specific examples and narrow this down.

    I hope this helps! Happy reporting!

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  • Natalia Lutsevich

     the metric public comments represent all public comments on a ticket, including both end-user and agent public comments.

    Are you sure about that? I did a report on Zendesk Explore and it turned out that Public comments include only agent's replies.

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  • Alex Zheng
    Hey Natalia,
     
    I will open up a ticket with you in order to investigate further.
     
    Best regards,
    0
  • Amy Dee
    Zendesk Customer Care

    Hi Natalia! The pre-built Public comments metric in the Ticket Updates dataset uses this syntax:

    IF ([Comment present] = TRUE AND [Comment public] = TRUE)
    THEN [Update ID]
    ENDIF

    It counts all updates that contain a public comment. It does not include any parameters for the commenter's role, so it will return all public comments, regardless of who made them.

    There is a separate Agent comments pre-built metric that excludes end-user comments. It looks like this:

    IF ([Comment present] = TRUE AND [Updater role] != "End-user")
    THEN [Update ID]
    ENDIF

    It's possible that you have a customized version of the public comments metric, or that your query has other filters that limit the updater role. My colleague can help you pin down the details.

    In general, though, we can confirm the pre-built Public comments metric does include all roles. 

    I hope this helps! Happy reporting!

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  • Stéphanie Cettou

    Hello,

    in the default query "Agent updates: Agent updates [default]" there is a filer on "Updater role" for Admin and Agent. This would meand that for this query "Public comments" would only refers to comments applied by Admin and Agents. Right? Excluding End-Users.

    To summarize, it would be the equivalent of the Agent comments. Is this correct?

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  • Alex Zheng
    Hey Stephanie,
     
    Right in this case since we have specifically selected for agent roles the public comments metric for this query would be referring to agent comments only.
     
    Best regards,
    0

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