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

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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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