Using Tickets Updated w/ Comment - Frequently asked questions
Explore common questions about the 'Tickets updated w/ comment' metric in Zendesk. Learn why ticket update numbers may not appear and more insights.
Frequently asked questions
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…
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…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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