Using the "Tickets updated w/comment" metric, why do I not see the number of ticket updates?

Question

In Explore, I created a report from the Updates history dataset. I am reporting on tickets updated with comments. To calculate the number of updates in tickets for a week, I am using this metric: Tickets updated w/comment.

For example, this week, 2 updates happened on Monday and 1 update on Tuesday. However, my report returned 2 updates for that week, instead of 3 updates, which would be the total of 2 + 1. What is causing this discrepancy?

Answer

This result is expected, because the Tickets updated w/comment metric does not count updates ; it counts tickets. The formula within that metric returns [Update ticket ID], which refers to the ID of the tickets that have been updated. Even with a ticket with 100 updates, only the number of ticket IDs is returned.

To count updates rather than tickets, add Update - date as a Row to your report. This will return update results in your report.