Nathalie Rey Valdivieso

Hi Matt,

As you want to report on ticket updates, you would want to use the Support: Ticket Updates dataset. I would advise creating a new dataset to ensure that you have the latest schema and you correctly see all the metrics and attributes.

In your new query, you would want to use the metric "Public Comments" and apply a filter for Updater Role is Admin and Agent. This will ensure that you only see the number of public comments agents or admins added to tickets. You can then apply a filter for dates or ticket IDs to your report if you want to see the replies they added per day or further breaking it down per ticket.

I hope the information helps!