Question
What does Ticket status - Unsorted mean in Zendesk Explore metrics?
Answer
Ticket status attribute is designed to be sorted from newest to oldest (new, open, pending, on-hold, solved, closed). The Ticket status - Unsorted attribute is the same but is instead sorted in alphabetical order rather than chronological order (closed, new, on-hold, open, pending, solved).
Ticket status is for use within the Rows, Columns or Filters within Explore queries, while Ticket status - Unsorted is used in formula calculations.
Note: If you have added custom ticket statuses to tickets in your account, you will also be able to use the following attributes in rows, columns, or filters:
- Ticket custom status name
- Ticket custom status category
- Ticket custom status state
For more information on these attributes, see the article: Metrics and attributes for Zendesk Support
For more information about metrics and attributes for Zendesk Support, see the article: Metrics and attributes for Zendesk Support.
2 comments
Stefano de Rossi
Hi there....just an easy question since writing this metric
IF ([Changes - Field name]="status"
AND [Changes - Previous value]!="solved"
AND ([Changes - New value]="solved")
AND NOT INCLUDES_ANY([Ticket tags], "ticket_duplicate"))
THEN [Update ID]
ENDIF
seems to give better results than the following one
IF ([Changes - Field name]="status"
AND [Changes - Previous value]!="solved"
AND ([Changes - New value]="solved")
OR [Ticket status - Unsorted] = "Solved")
AND NOT INCLUDES_ANY([Ticket tags], "ticket_duplicate"))
THEN [Update ID]
ENDIF
But i really can't figure out why..thanks in advance for help
0
Rosie
Ticket Status - Unsorted doesn't refer to a standard ticket status in Zendesk. Generally, tickets categorized as "Unsorted" have not yet been organized or classified under the standard ticket statuses. The "Unsorted" status can be a result of tickets not being properly assigned or routed to the correct agents, groups, or workflows in the initial ticket triaging process.
I'm not certain of what you're trying to achieve, but the metrics (1st one) above is the correct metrics if you want to see the number of updated tickets changed status to solved from an unsolved state such as new, open, pending or on-hold excluding duplicate tickets. You don't need to add
[Ticket status - Unsorted] = "Solved"]
as it will provide you the solved status you are looking for:For writing formula, you may check this article: https://support.zendesk.com/hc/en-us/articles/4408836190362-Writing-Explore-formulas.
Hope this helps!
0