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Solved tickets // Insight vs Explore discrepancies

Answered
Jules

Hi there

I would need some support to get matching data in Explore.

I'm trying to build a simple "tickets created / tickets solved" graph in Explore, but the solved data are totally wrong. 

Insight:

Explore:

What is even stranger, is that my solved counter is correct:

This seems obvious that the green line, the solved one, is way below the orange one, which should not be the case. 

This is how my graph is set:

Any help on this?

Thanks in advance, 

 

 

5 Comments

  • Hillary Latham
    Community Moderator

    So what you are plotting is the number of tickets solved on the date the ticket was created.  So you are only seeing tickets solved on the same date they were created. Your graph won't show tickets solved on dates after the ticket created date.  I'm guessing your query for counting number of solved tickets is using the solved date, and only shows solved tickets so it's what you expected.

    I've never been successful showing created and solved information in the same query in Explore, so I keep them separate to compare created against created date and solved against solved date.

    1
  • Jules

    Hi Hillary, 

    thanks for your fast reply!

    But indeed I would like to display both of these data in the same graph, as in Insight:

    I assume that it is possible... My Explore solved tickets counter is good, I just need the same data in my graph.

    Any one could help on this?

    Thanks!

     

    0
  • Hillary Latham
    Community Moderator

    Jules, it's possible, it's just that you have to consider the date you are using in your graph and how the metric will plot against that date since the dates are specific to an action.  

    Have you tried it using the Ticket Updates dataset and update date with the created and solved ticket count from that dataset - does this get you closer to what you have in Insights? 

    0
  • Jules

    HI Hillary, 

    Thanks for your answer.

    I tried to reproduce your configuration, but:

     - I can't get "COUNT (Tickets created)" but only "COUNT (Tickets)"

     - I don't see "Update - Year (or Month)", but I see "Tickets updated - Year (or Month)"

    And so the result is totally wrong:

     

    Any update would be much appreciated!

    Thanks

     

    0
  • Hillary Latham
    Community Moderator

    Jules, you need to select the Ticket Update dataset for your query for the last example I shared, not the Ticket dataset (you can see the dataset you chose for your query in above the Metrics on the left).  Right now you can only have one dataset per query (you cannot combine datasets yet).    

    https://support.zendesk.com/hc/en-us/articles/360022181934-Understanding-Explore-datasets

    0

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