Different results when adding "Hour of Event" to "How"

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6 Kommentare

  • Diego
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    Amy Dee, thank you so much!

    I've just tried re-doing my exercise using Date (Ticket Created) and Hour Ticket Created and now the numbers match up exactly, as it was to be expected. 

    Really appreciate the help, I was losing my mind over this! Haha.

    Also thanks to Graeme for having a look into this. 

    Cheers

    2
  • Amy Dee
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    Hi Diego! I see what's happening here. The default # Tickets Created metric counts tickets based on text field changes on the same date as Date (Ticket Created). It counts tickets once per report slice.

    If you only slice by the date, it will only count each ticket once. If you slice by other event elements as well, though, it may count one ticket multiple times. In your case, since you added Hour of Event, it will count tickets once in each hour they were updated on that first calendar day.

    You have two broad options to clean up the report. First, you could use Date (Ticket Created) and Hour Ticket Created instead of the Event versions. That should remove any event-based ambiguity and focus on the ticket creation time.

    Otherwise, if you plan to add other event-based metrics to the report, you could use this recipe for Ticket Creation Events. It's more precise than the default metric, so it won't over-count in this construction. (The default metric was designed to capture a legacy sharing workflow, which is why it doesn't follow the same template.)

    I hope this helps! Happy reporting!

    1
  • Graeme Carmichael
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    Diego

    Welcome to Zendesk!

    I am struggling with this as I believe your logic is sound and I am not able to recreate your problem.

     

     

    Can you please confirm we are both using the same WHAT and HOW details as above? Especially the # Tickets Created definition as someone may have created a custom metric with a similar name.

    If all that matches, then all I can think of is to add the Ticket ID to the HOW section of your report and check if specific tickets are being counted twice.

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  • Diego
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    Hi Graeme Carmichael, many thanks for your response. 

    This is exactly right, let me illustrate my selections for you:

    What is weirder for me is that I haven't even created different reports, I just added "Hour of Event" to my previous one. When I extracted the CSV again with the additional information, I noticed that the count of all tickets was then much bigger.

    I'll try what you suggested and report back later today. Thanks again for the support.

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  • Graeme Carmichael
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    ThanX Amy!

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  • Graeme Carmichael
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    Diego

    Sorry I was not much use. 

    One thing you may want to consider. Zendesk is moving from GoodData /Insights to their own reporting product, Explore. Because you are new to Zendesk, rather than dealing with Insights, you may just want to go direct to Explore. Both involve a bit of a learning curve. The choice is yours, but just something to think about. 

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