Comments metrics
Answered
Posted Jul 27, 2023
What is the difference between the "Agent comments" and "comments" metrics in Explore? What do each one count specifically?
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Posted Jul 27, 2023
What is the difference between the "Agent comments" and "comments" metrics in Explore? What do each one count specifically?
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1 comment
Dave Dyson (gmail)
Hey Charlie!
Here's how the Zendesk Glossary defines "comments":
In short, comments are the followup responses made on tickets by agents/admins and end-users, both public and private. Agent comments specifically counts those followup responses made by agents/admins, ignoring all comments made by end-users.
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