Understanding 'Tickets updated w/comment' Metric
Learn why the 'Tickets updated w/comment' metric shows ticket IDs, not update counts, and how to adjust your report for accurate results.
Why does the 'Tickets updated w/comment' metric not show the total number of updates?
The 'Tickets updated w/comment' metric counts tickets, not updates. This metric returns the ID of tickets that have been updated, not the number of updates themselves. So, even if a ticket has multiple updates, it will only be counted once.
To accurately count the number of updates, you should add 'Update - date' as a Row in your report. This adjustment will ensure that your report reflects the total number of updates rather than just the number of tickets updated. For more details, you can refer to theoriginal help documentation.
More related questions
How can I count the number of updates in Zendesk Explore?
To count updates in Zendesk Explore, add 'Update - date' as a Row in your report. This will show the total number of updates. The 'Tickets updated w/comment' metric only counts the number of ticket IDs, not the updates themselves. By including…
What does the 'Tickets updated w/comment' metric actually measure?
The 'Tickets updated w/comment' metric measures the number of ticket IDs updated, not the number of updates. It returns the ID of each ticket that has been updated. This means that even if a ticket has multiple updates, it will only be counted once…
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