Update to Prebuilt Dashboard Incorrectly Calculating Results On Agent Updates Tab


  • CJ Johnson

    You can even flip between the first tab and the Agent Updates tab, and see the wild difference in the number for "tickets created" across the KPIs. 

  • Dane
    Zendesk Engineering
    Hi CJ,
    Upon checking the Agent Tab and Ticket Created query, it's behaving as expected. It is not counting the number of tickets created during a specific period but the number of tickets created that has been updated by an agent or admin during a specific period.
    If you think that this is an improvement that can be done with the current report, our Product Managers are continuously monitoring all feedback in our Help Center. Posts like this with high engagement will definitely be evaluated.
    Hope this helps.

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