Discrepancy in tickets solved MTD and YTD for January 2023
Dear Zendesk community,
I have created two ‘date range calculated metrics’ to report on tickets solved, beginning of the month till the end of yesterday and beginning of the year till the end of yesterday.
Since it is the first month of the year these measures should show the same number of solved tickets, but the results differ even though the metrics have been set up to report on the same dates (see attached pictures). I have double checked that same data filters have been applied. The number of solved tickets YTD are the ones that are accurate.
Have I missed something here? Could someone please give me some advice.
What dataset did you use? It's known by Zendesk that the Support Updates dataset has a bad formula for the metric "Solved Tickets", that returns bad values, that they seemingly won't fix: https://support.zendesk.com/hc/en-us/community/posts/4811432683034-Tickets-solved-metric-discrepancy-in-Updates-history-Explore-dataset
If you're on that dataset, that may explain the difference.
Hi CJ Johnson,
Thanks for your response. I am using the Support: Tickets dataset, so the discrepancy in the updates dataset should not be the issue.
Any other ideas?
I am not sure what is causing the difference.
But you may be better using the Zendesk pre built year to date and month to date metrics. I tested on my account and they produced the same values. Within Metrics, scroll down to the Time Ranges section:
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