# Tickets vs # Tickets Created

Respondida

9 Comentarios

  • Colin Piper
    Acciones de comentarios Permalink

    I have figured this out. # Tickets Created comes from an audit of ticket events. An event could occur on a ticket that is subsequently deleted and therefore the event is still valid even if the ticket no longer exists. If I subtract # Tickets Deleted from # Tickets Created then I get the value for # Tickets. Obvious in hindsight!

    0
  • Carlos Santos
    Acciones de comentarios Permalink

    Hi.

    I was currently wondering about this myself as my counts are not adding up.

    I understand your explanation but I have compared my # Tickets and # Tickets Created lists and found 2 tickets (not deleted) that show up in the first and not in the latter. Why is that? The only unusual thing about these 2 tickets is that they were shared by another of our partner Zendesks into the one I'm using now. Not sure if that's relevant though... 

    Any ideas?

    0
  • Ricardo
    Acciones de comentarios Permalink

    Hello, Carlos!

    I have created a ticket so we can troubleshoot that further :).

    Thanks in advance.

    0
  • Christopher C.
    Acciones de comentarios Permalink

    Hello,

    Has this been solved? I am also having an issue of # tickets created not equal to my # tickets

    0
  • Madison Davis
    Acciones de comentarios Permalink

    Hi Christopher! Are you filtering the metrics in any way? 

    0
  • Christopher C.
    Acciones de comentarios Permalink

    Yes, but I am filtering all reports the same way. The only reports that don't match are the tickets per hour.

    0
  • Brett - Community Manager
    Acciones de comentarios Permalink

    Hey Christopher,

    Just so we get a better understanding of the issue here, could you provide us with the metrics/attributes you're using in your report?

    Feel free to provide a screenshot if that's easier for you.

    Thanks!

    0
  • Christopher C.
    Acciones de comentarios Permalink

    Hey Brett,

    Using the Event Metric

    Using the Created metric

    So I think the issue is that an "event" is counting extra activities but it only does this when broken down at the the hourly level.

    The numbers from both event and created are the same when broken down on a weekly and monthly basis.

    Any ideas?

    Chris

    0
  • Amy Dee
    Acciones de comentarios Permalink

    Hi Chris! The default # Tickets Created metric counts tickets based on text field changes that were submitted on the same date as the ticket creation date:

    • SELECT COUNT(Ticket Id, Ticket Text Field Change) WHERE Date (Event) = (SELECT MIN( SELECT Date (Ticket Created) BY Ticket Id) BY Ticket Id) AND Ticket Status <> Deleted 

    This metric is not limited to ticket creation events; it just looks for field changes on the first calendar day. It counts each ticket once per report slice, which means it can start to over-count if the same ticket has updates matching multiple slices.

    For example, imagine a ticket was created on a Tuesday at 9am, set to pending status at 12pm, and reopened at 6pm. These three field change updates all occurred on Tuesday, when the ticket was created.

    If you slice a report by date, this example ticket will count once on the row for Tuesday. If you add Hour of Event, it will count the ticket once each on the rows for 9am, 12pm, and 6pm. That means one ticket will count three times.

    If you're slicing your report by anything more granular than the date, I recommend building the metric from this recipe: Ticket Creation Events. That focuses on the ticket creation event specifically, so it will be more consistent in event reports.

    The # Tickets metric and (Ticket Created) dates do not have this behavior, since they only count whole tickets, and each ticket only has one creation date. That's likely why the numbers are different right now.

    I hope this helps! Happy reporting!

    0

Iniciar sesión para dejar un comentario.

Tecnología de Zendesk