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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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