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What is the difference between COUNT and D_COUNT?



Edited Apr 26, 2023


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6 comments

Thanks for the explanation Bryan. Just to confirm for a query on a total number of SOLVED tickets. If a ticket ID is SOLVED multiple times  example, ticket ID SOLVED twice (open, solved, open, solved) will ...
 - COUNT count the unique ticket ID twice
 - D-COUNT
count the unique ticket ID once

...?

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Gab Guinto

Zendesk Customer Care

Hi Shelley,

It would depend on what metric/s or dataset you're using, but you're right, in general, if you expect a Ticket ID to appear more than once in a query, then it would be safe to opt for D_COUNT when you need to count each unique ID only once. You may also find this section helpful: COUNT and D_COUNT.

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If I'm counting the number of rated satisfaction tickets, should I use COUNT or D_COUNT? Is COUNT counting the number of ticket IDs in this case? If so, COUNT or D_COUNT shouldn't make a difference, right?

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Giuseppe

Zendesk Customer Care

Hi Allen,

 

You are correct. In your case, using COUNT or D_COUNT shouldn't make a difference. A possible case for using D_COUNT for satisfaction is when using Ticket Updates dataset and calculated metrics like in this recipe - Explore recipe: Determining satisfaction scores for your agents

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@... When counting the total number of tickets an agent has updated with a comment, it sounds like I should be using COUNT. But D_COUNT is the default metric aggregator, and there's no way to change it. Why is that? 

I created a custom standard calculated metric with the following formula:

IF ([Comment present] = TRUE) THEN COUNT(Tickets updated) ENDIF

But using this bumps the number of tickets updated by a lot, so I want to ensure that it only counts the number of ticket updates when a comment is present. 

Thanks!

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I am getting aggregated numbers for created tickets. For instance:

Ticket ID | Count
0001 | 3
0002 | 2
0003 | 1

How can a single ticket be created more than once? I am simply looking for the number of tickets created each week.

I switched to Classic Builder and used D_Count to get the correct number, but I'm confused on how a single created ticket can have multiple counts.

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