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What does Ticket status - Unsorted mean?



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Shannon Kertis

Zendesk Customer Care

Edited Feb 28, 2023


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2 comments

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

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Rosie

Zendesk Customer Care

Hi Stefano,
 
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! 
 

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