What is the difference between # Solved Tickets and # Tickets Solved?

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15 Comments

  • Max McDaniel
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    Thanks Amy, that background and context is extremely helpful. A very happy reporting to you!

     

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  • Amy Dee
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    Hi Shannon! The Leaderboard and Insights will both count one solve per ticket, as Heather said. However, the date will differ. The Overview and Leaderboard use the first solve date, while Insights uses the last solve date. If agents have tickets that frequently solve and reopen, it could cause their results to drift from what they expect.

    This is one of a handful of common discrepancies between the reporting Overview and Insights. As long as you're aware of them, you should be able to account for them.

    I hope this helps! Happy reporting!

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  • Jamie Danjoint
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    When using the # Tickets Solved metric, if a ticket has been reopened and then marked Solved again, will this show up as 2 tickets solved or 1? Thanks!

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  • Shannon Ihnen
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    Hi,

    I am currently trying to figure out how many tickets our agents are solving per day. I was just going by the Leaderboard in reporting but some of our agents have started disputing the amount of tickets they are solving.

    So here is my questions. Under the Solved Tickets on the Leaderboard, is it counting each time a ticket is solved? For example: An agent solves a ticket but then they receive a response with another question and they have to answer it and solve it again, would this be counted as 2 solved or 1 solved?

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  • Heather R
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    Hi Shannon! One ticket = One Solve. Even if it's reopened and solved again....

    I've seen some other accounts switch to using Pending status instead of Solve, partly for that reason.  If you set up a bump/bump/solve (or bump/solve) automation, you can set a ticket to Pending status and then if the customer doesn't respond in x days, the system will "bump" them to see if they have another comment. If they *still* don't respond in x days, the system automatically Solves the ticket.

    That process cuts down on reopens. It doesn't eliminate it, but reduces it a lot!

    Here's an article that discusses how to put it in if you'd like to check it out: https://support.zendesk.com/hc/en-us/community/posts/204143947-Zendesk-on-Zendesk-Bump-Bump-Solve

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  • Amy Dee
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    Hi Lucas! These two metrics - # Tickets Solved and # Solved Tickets - won't change for a ticket created and solved in separate months. In your example, they would both focus on the ticket solve in May.

    The bigger concern is which date dimension you use in the report. If you use Month/Year (Ticket Created), the ticket will appear for April, regardless of the metrics. If you use Month/Year (Ticket Solved), it will always appear for May.

    If you use Month/Year (Event), the # Solved Tickets metric will throw an error, while the # Tickets Solved metric will count for May. Be careful with (Event) dates, though. All ticket events use the same type of date, so having multiple event metrics could start to clutter your results.

    For more information, check out our article on Insights date dimensions.

    I hope this helps! Happy reporting!

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  • Yunmi Zaccaro
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    Why do you include 'closed' in either of these metrics? 

     

    I am trying to find agent touches in a specified timeframe, and all the 'solved' metrics include 'closed,' but I don't think that's a true agent update/touch. 

     

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  • Shannon Ihnen
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    Okay so it will only count 1 solve per ticket. Unfortunately we do not have the insights so I just go off of the Leaderboard. We are attempting to see how many tickets our agents can solve per hour. I take the amount they solved for a specific date with how many hours they worked that day to calculate it. Let me know if there is a better way to do this. 

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  • Max McDaniel
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    Hi Amy, not sure if this is related, but I noticed two # Tickets metrics. Can you provide any insight into the use cases for these two? 

    One appears like:

    SELECT COUNT(Ticket ID, TicketTagId)

     

    The other is more complicated and looks like this: 

    SELECT COUNT(Ticket Id,TicketTagId) WHERE Ticket Status<> Deleted AND Ticket Tag Deleted Flag <> true

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  • Brett - Community Manager
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    Hey Jamie,

    The # Tickets Solved metric will only count the solve once since this metric is configured to look at the event of the solve. If the ticket is re-opened then ticket would no longer be included in under # Tickets Solved until it's final ticket solve.

    Let us know if you have any other questions :)

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  • Lucas Vocos
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    Thanks Amy

    What I'm hoping to achieve is a Monthly report of:

    • Tickets created that month
    • Tickets solved that month
    • First Reply Time
    • Avg Full Resolution Time

    Previously I had the How set to Month/Year (Ticket Created). So with this breakdown, either # Tickets Solved and # Solved Tickets attribute this to April or May?

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  • Lucas Vocos
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    Hi, I have a question here.

    If a ticket is created in April, but solved in May, would either of these metrics differ in a report that is broken down by Month/Year? Do they account for the solved event in May? Or the created date in April?

     

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  • Amy Dee
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    Hi Max! Before Insights, Zendesk had a different project with GoodData called "Advanced Analytics." It had a lot of similar metrics, including many with the same names. We didn't delete anything when we migrated from Advanced Analytics to Insights, so older accounts may still have those legacy metrics.

    In the case of # Tickets, the simpler one is from Advanced Analytics. It still counts tickets and it still connects to tag data. However, it doesn't include the newer filters for deleted tickets and deleted tags.

    The biggest difference is that deleted tickets will still be counted in the older metric, but they'll be excluded from the newer one. This makes your overall ticket count more accurate with the newer metric.

    The Ticket Tag Deleted Flag portion only applies when you are using the metric to filter for tags. Without this piece, deleted tags will still be counted, which means the filter could return outdated tickets.

    Generally speaking, you should stick with the newer, more complicated metric to avoid skewed results.

    I hope this helps! Happy reporting!

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  • Amy Dee
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    Hi Yunmi! The Ticket Status attribute shows a ticket's current status. Since all solved tickets eventually close, we need to include both statuses to keep an accurate count. If you only look for Ticket StatusSolved, then tickets will disappear from your report after they close.

    As for the # Tickets Solved metric, we count events where the status changes to solved or closed from something other than solved. That [Text Field] Previous Value <> [Status] solved part means that ordinary ticket close automations won't count here. In those updates, the tickets start in solved status, so this metric ignores them.

    We do include changes to closed, though, because there are some workflows where tickets go directly to closed status without being solved first. The most common one is ticket merging, but you can create others with business rules. This metric is designed to capture those events as well.

    If you only want to count updates where your agents set a ticket to solved, then you can certainly do that. I recommend making a copy of the # Tickets Solved metric and adjusting it to meet your needs.

    I hope this helps! Happy reporting!

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  • Amy Dee
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    Hi Lucas! If you use Month/Year (Ticket Created), your example ticket will always appear for April, no matter what metrics you use. The ticket was created in April, regardless of when it was replied to and solved.

    If you want to combine ticket creations and solves in one report, I recommend using # Tickets Created and # Tickets Solved, then using Month/Year (Event). That way, the creation would count in April and the solve would count in May.

    It gets a little tricky for first reply time and full resolution time, though. Those metrics are associated with the ticket as a whole, not with any particular update, so they don't work with Month/Year (Event).

    The simplest option is creating two reports. For creations and solves in the same chart, use ticket events and the event metrics. For reply and resolution times, use the creation or solve date instead.

    It is possible to find the event of the first reply and the event of the resolution, then make those metrics work with event dates. It gets complicated quickly, though. I recommend sticking with separate reports and clearly labeled dates to start.

    I hope this helps! Happy reporting!

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