Measuring Public and Internal Comments in Explore
How can I measure both public and internal comments in Zendesk Explore?
To measure both public and internal comments in Zendesk Explore, you can use the Comments metric. This metric captures all types of comments, allowing you to focus on communication rather than other ticket updates.
This is particularly useful if you want to analyze the overall communication on a ticket, including internal discussions. For more detailed instructions, refer to theExplore recipe: Agent interactions on tickets.
More related questions
How can I measure agent touches in Zendesk Explore?
To measure agent touches in Zendesk Explore, you can use several metrics. TheAgent repliesmetric counts the number of public comments an agent makes on a ticket. TheAgent updatesmetric includes any update an agent makes, whether it's a…
What is the Agent replies metric in Zendesk Explore?
The Agent replies metric in Zendesk Explore measures the number of public comments made by an agent on a ticket. This metric is useful for understanding how often agents are engaging with customers through public comments. If you're interested in…
What does the Agent updates metric track in Zendesk Explore?
The Agent updates metric in Zendesk Explore tracks any update an agent makes to a ticket. This includes both comments and field changes, providing a comprehensive view of all agent interactions with a ticket. This metric is ideal for those who want…
Can agents solve tickets without replies in Zendesk Explore?
In Zendesk Explore, it's possible for agents to solve tickets without adding replies, which might lead to more solved tickets than replies. This can happen if agents resolve issues through other means, such as field updates or internal comments. If…
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