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

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5 comments

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    Yunmi Zaccaro

    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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    Amy Dee

    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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    Max McDaniel

    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

  • Avatar
    Amy Dee

    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!

  • Avatar
    Max McDaniel

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

     

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