Irene

Thank you so much for the help and the clear instructions David Stalker! Your solution did exactly what I needed.

Thanks for the reply & metric tip! 

I have tested it on our reports but the metric doesn't seem to work as expected and counts tickets that only have system-generated comments (such as read-receipts). It seems to be showing wrongly for the role "agent", but correct for the role "admin".

Happy to discuss this on a ticket and provide more details if needed.

/Irene

Hi!

We would like to know if the metric "Internal Comments" in Explore is using Read Receipts for the count. 

We use the metric in one of our reports, and the Internal Comments are higher than what we believe our agents are using the internal note function. Since Read Receipts are shown in the same way as an internal comment, we wondered if they are counted by the metric.

To add additional info, end-user replies are coming in as public comments.

I found the following information, but I wasn't able to figure out if Read Receipts would be part of it. 

Thanks in advance for the help!

Irene

Hello!

I'm reporting on averages for our team, but the option to report on Average ticket updated w/comment isn't available. Is there any reason for it? And does anyone have any workaround for this?

So far I've been able to report on average created and average solved, but getting the average of tickets updated with a comment would be very relevant for our team.

Thankful for your answers!

Hi!

I have cloned the table query from our Zendesk Support Agent Updates.

Should the sum of Public + Internal comments match the number in Tickets updated w/comment? As I can see now, the numbers don't match.

Does anyone know why they don't? Isn't it counting a ticket as updated everytime a comment is added and should therefore add to the count of Tickets updated w/comment?