What difference between Public+Internal comments and Tickets Commented?

2 Comentários

  • Rob Stack
    Ações de comentário Permalink
    Hi Alexandre, I took a look at the queries behind these KPIs.
     
    Public Comments is the total number of individual public comments made by an admin or an agent.
     
    Internal Comments is the total number of individual internal comments made by an admin or an agent.
     
    Tickets Commented is the total number of individual tickets that had any (internal or public) comment added to them by an admin or an agent.
     
     
    So Public Comments and Internal Comments refer to the number of comments. Tickets Commented refers to the number of tickets. I hope that makes it a bit clearer.
    0
  • Alexandre DRAGUT
    Ações de comentário Permalink

    Thank you, it helped me to understand!

    1

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