Discrepancy in tickets solved MTD and YTD for January 2023

3 Kommentare

  • CJ Johnson

    What dataset did you use? It's known by Zendesk that the Support Updates dataset has a bad formula for the metric "Solved Tickets", that returns bad values, that they seemingly won't fix: https://support.zendesk.com/hc/en-us/community/posts/4811432683034-Tickets-solved-metric-discrepancy-in-Updates-history-Explore-dataset

    If you're on that dataset, that may explain the difference. 

  • Siri Rääf

    Hi CJ Johnson

    Thanks for your response. I am using the Support: Tickets dataset, so the discrepancy in the updates dataset should not be the issue. 

    Any other ideas? 



  • Graeme Carmichael
    Community Moderator


    I am not sure what is causing the difference.

    But you may be better using the Zendesk pre built year to date and month to date metrics. I tested on my account and they produced the same values. Within Metrics, scroll down to the Time Ranges section:



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