Difference Between Public Comments and Agent Replies
What is the difference between Public Comments and Agent Replies in Zendesk reporting?
Public Comments and Agent Replies are two distinct metrics used in Zendesk reporting to track ticket comment activities.Public Commentsinclude all public comments on a ticket, whether made by an end-user or an agent, and are found in the Updates history dataset. This dataset is ideal for detailed, event-level reporting. On the other hand,Agent Repliesare specific to public comments made by agents, excluding the initial comment when a ticket is created, and are part of the Tickets dataset, which is designed for broader, ticket-level reporting. This distinction is crucial for accurate reporting and analysis of ticket interactions.
For more detailed information, you can refer to the originalZendesk help article.
More related questions
How are Public Comments tracked in Zendesk's Updates history dataset?
Public Comments in Zendesk's Updates history dataset include all public comments on a ticket, made by both end-users and agents. This dataset is designed for detailed, event-level reporting, allowing you to filter by attributes such as Updater Name…
What does the Agent Replies metric represent in Zendesk's Tickets dataset?
The Agent Replies metric in Zendesk's Tickets dataset represents all public comments made by agents on a ticket, excluding the initial comment when a ticket is created. This metric is part of the Tickets dataset, which is designed for high-level,…
How do Agent Replies differ for messaging channel tickets in Zendesk?
For messaging channel tickets in Zendesk, the Agent Replies metric is calculated based on the number of active and messaging conversations that include at least one agent message. This means that multiple messages sent by an agent during a single…
Can I report on both agent and end-user comments in Zendesk?
Yes, you can report on both agent and end-user comments in Zendesk using different metrics. The Updates history dataset includes metrics like Agent comment, End-user comment, Public comment, and Internal comment, allowing you to analyze who posted…
Why might there be discrepancies between Public Comments and Agent Replies in Zendesk reports?
Discrepancies between Public Comments and Agent Replies in Zendesk reports can occur due to differences in how these metrics are calculated. Public Comments include all public comments by both agents and end-users, while Agent Replies only count…
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