What Explore reporting options are available for merged tickets?

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5 Comments

  • bo_zhang

    Hi,

    I used the filter of "ticket tags" to filter out tickets with "closed_by_merge" tag, remove such tickets with that tag from my report, but some tickets with that tag still appear in my report. Do you know why?

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  • Brett Bowser
    Zendesk Community Team

    Hey Bo_zhang,

    You'll want to take a look at the following article which addresses how you can report on tickets that have not been closed by merge nor contain the tag “misfire” tags? Announcing tag reporting improvements for Zendesk Explore

    We also have a recipe listed here: Explore Recipe: Excluding tickets closed by merge

    I hope this points you in the right direction!

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  • Amber Barnes

    Just making sure I understand this correctly.....if you are doing a report based on ticket count, it will include those closed merged tickets then? So if you want to EXCLUDE those tickets from your report, you will just exclude tickets with tag 'closed_by_merged'?

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  • Derrek Jennings

    We have 2 reports:

    1.monthly tickets created over the last 12 months

    2. monthly solved over the last 12 months

    How does merging impact that report if ticket A was merged into ticket B?

    -will both Ticket A and Ticket B be counted in the 'created' report?

    -will both Ticket A and Ticket B be counted in the 'solved' report?

    Thank you

    -Derrek

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  • Gab
    Zendesk Customer Advocate

    Hi Derrek,

    Merged tickets are still included in your reports. They shouldn't affect the results in queries. A ticket will be counted in reports before or after a merge. Both tickets – the one that was closed and merged, and the ticket where the other request was merged into – should appear in Explore. 

    The created date of tickets do not change, so if a report is sliced or filtered by, let's say, Ticket created - Date, merge events won't affect the calculation. For reports sliced/filtered by solved date attributes – a ticket closed via a merge will retain its solved date if it's already in the solved status; unsolved tickets will be automatically closed when merged into another request, so the solved date that will be reflected in your reports will be the date of merge.

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