What is the difference between COUNT and D_COUNT?

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4 Comments

  • Shelley

    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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  • Allen Lai / Head of CX @ Otter.ai

    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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