Should Tickets updated w/comment match the total of Public + Internal comments?


  • Dave Dyson
    Zendesk Community Manager
    Hi Irene,
    No, because "Tickets updated w/comment" is counting the number of tickets, not the number of updates that include comments. A single ticket could be updated several times as public and internal comments are added (not to mention updates where no comment is added, but only field values are changed).
    Does that help clarify things?
  • Ali Berté

    Hey Dave Dyson

    I have the same question and would like to make sure I understood your explanation.

    - Tickets updated w/comment: "is counting the number of tickets" based on what?  

    - Tickets updated w/ public comment: is counting the number of tickets updated with public comment, or is it counting the number of public comments?

    - Tickets updated w/ internal comment: is counting the number of tickets updated with internal comment, or is it counting the number of internal comments?

    Thank you for your help :) 

  • Dane
    Zendesk Customer Care
    @Ali Berté,
    You can refer to Support Metrics and Attributes to have an overview of the Support dataset.
    - Tickets updated w/comment is counting the number of ticket that has Internal or Public Comments.
    - Tickets updated w/ public comment is counting the total number of tickets that were updated with a public comment.
    - Tickets updated w/ internal comment is counting the number of tickets updated with internal comment.
    Hope this helps. 
  • Ali Berté

    Hi Dane

    Thank you, yes it helps. 

    But, I still don't understand why internal + public comment doesn't equal Ticket updated w/comment ?

    Thanks for your help

  • Gab Guinto
    Zendesk Customer Care
    Hi Ali,
    The metrics Internal comments and Public comments count each individual comment; the metric Tickets updated w/comment count the tickets that received at least one comment. If for example, a ticket have both internal and public comments, Tickets updated w/comment will only return 1 count for that ticket – it counts the number of unique Ticket IDs, and not the number of updates. Adding up the number of internal and public comments will definitely result to a higher count than the number of tickets, unless each ticket only receives either one internal note or one public reply. 

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