This report The Agent Ticket Comments Report includes the messages or notes an agent adds to a ticket. These comments help document the progress, updates, or communication related to a specific customer query, task, or problem. The report shows both the Table and Chart optionsChart options; you can use the toggle button to view the Chart, Chart and Table, or Table options. For detailed information, see see Viewing Reports at the end of this section.
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| title | Data in Agent Ticket Comments Report |
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The Agent Ticket Comments report features multiple columns that present key data attributes and metrics. The following table provides detailed descriptions of each column. | Column | Description |
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| Name | Refers to the name of the agent or team associated with the tickets. It identifies who was responsible for handling or updating the tickets. | | Updates | This represents Represents the total number of ticket updates, which can include changes in status, reassignments, comments, or any other modifications within the ticket history. | | Comments | Shows the total number of comments added to tickets by the agent, including both public and internal comments. | | Public Comments | Displays the number of public comments visible to clients and external parties. These comments are used to communicate with the client about the progress or resolution of the ticket. | | Internal Comments | Indicates the number of internal comments added to tickets. These are private comments only visible within the organization and are often used for internal discussions or notes. | | Tickets Updated with Comments | Refers to the number of updated tickets with comments during the reporting period. This field tracks how many tickets had at least one comment added as part of their update. | | Tickets Resolved | This shows the Shows the number of tickets resolved or closed during the reporting period, indicating the agent's ability to close out tickets successfully. | | Tickets Created | Displays the number of new tickets created within the specified period, either by the agent or on behalf of a client. |
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| Viewingreports |
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The report provides both Table and Chart options, and you can choose how to view the data using a  toggle button next to the Data Range. The toggle button allows you to easily switch between these views, depending on how you prefer to analyze the data.The available view options are: - Chart: Displays the data visually using charts (for example, bar charts, line charts), allowing you to quickly identify trends and patterns in ticket updates, comments, resolutions, and other key metrics.
- Chart and Table: Simultaneously Shows shows the graphical representation and detailed table. This option helps you compare the visual trends with the exact numerical data, providing a complete report view.
- Table: Displays the data in a tabular format, listing the values for each field (for example, updates, comments, tickets resolved) in rows and columns. This option is useful for viewing detailed figures and performing data analysis.
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