We’ve added a set of basic chart widgets to our dashboards for tracking key ticket comment metrics over time. 

Here’s what’s included:

1. Public Agent Ticket Comment Count Over Time – Shows the total number of public agent comments.
2. Tickets with Public Agent Comments Over Time –  Shows counts of unique tickets with public agent comments.
3. Average Public Agent Ticket Comment Count Over Time – Shows the average number of public agent comments per ticket.
4. Average End User Ticket Comment Count Over Time – Shows the average number of end-user comments per ticket.
5. Average Comment First Touch Time Over Time – Shows time to the first agent comment.
6. Average Comment First Touch Time After Assignment Over Time – Shows the time from assignment to the first agent comment.
7. Average Comment Reply Time Over Time – Shows the average agent reply time on comments.
8. Average Median Comment Reply Time Over Time – Shows the average median agent response time after an end-user comment.
9. Average Total Comment End User Wait Time Over Time – Shows the total end-user wait time for agent all of the replies.

Note: For the reply time metrics, when analyzing agent performance, use the "Agents" filter and not any of the assignee ticket attribute filters. The reason for this is that the agents filter will restrict the data to just that agent's data, where as the assignee ticket attributes will restrict the ticket set to tickets an agent was assigned.