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 |
|---|
| 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. |
| 
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.