The Public Comments metric tracks how many public comments have been sent inside of Zendesk Support.
Each public comment an agent sends is counted as one public comment.
This is irrespective of the number of tickets. Rather, it's a simple count of how many public comments an agent has submitted during a given period of time.
Example: If an agent sends 10 public comments on 1 ticket, their total public comments will be 10. If they send 10 public comments on 10 different tickets, their total is also 10.
Common uses of Public Comments
Public Comments is a great metric to measure the volume of interactions with a customer that agents perform. When used in conjunction with a metric such as Tickets Solved it can help you to understand on average how many public comments are sent per ticket solve.
Downfalls of Public Comments
Public comments is a great way to understand how many interactions agents are having with customers. However, before adding this metric to an agent's scorecard and using it to measure their performance you should consider whether or not you wish to incentivise a high number of interactions. For example, if one touch resolutions are important to your organisation then public comments would drive the wrong behaviour. Conversely, if your support organisation is largely conversational in nature, then this metric or Public Comments Per Hour could be a great way to measure the amount of work that agents are doing.