What does Ticket status - Unsorted mean?

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  • V B

    This doesn't make sense... "Ticket status - Unsorted is the same as the Ticket status attribute but sorted in alphabetical order.". So "Ticket status - Unsorted" is actually sorted?


    Also, what is the "frame" referenced in this: "Ticket status is for use on the frame in queries while Ticket status - Unsorted is used in formula calculations."?

  • Elissa
    Zendesk Community Team

    Hello V B

    Thank you for pointing out the confusion! I have made some updates to the article to clarify. The sorted version fo the metric (Ticket Status) is sorted chronologically (new, open, pending, on-hold, solved, closed) while the Unsorted version is sorted alphabetically. It is considered "unsorted" because it is not actively sorted into the order you would expect logically based on how it is used in the product.

    I hope that makes sense?

    I have also updated the language of "in frame" to say "in the RowsColumns or Filters within Explore queries" to be more clear. 

    I hope that helps!


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