Michael Clarke

This thread has been super helpful, so thanks everyone who has contributed.

Like @..., I'm also wanting to add a title to the TOC - Is someone able to point us in the right direction?

I am currently using the Tickets Solved metric in the Ticket Updates dataset and have come across a discrepancy that I don't quite understand.
I'm using the metric to create a day-by-day query to show Tickets Created vs Solved throughout the week.

As you can see, the two Solved values don't match.
(The Solved figure under today is using the Solved Tickets metric in the Tickets dataset).

I have narrowed it down to the following scenario:
If an agent creates a new ticket and sets the status directly to solved, it is not being counted in the Tickets Solved metric.
From what I can see, the only reason why it is not being included is because there is a 1 second difference between [Update - Timestamp] and [Ticket Solved - Timestamp]

How can I fix this to ensure there are no variances?

I've followed all of the steps in the various articles to allow for subsections to be used, but I still don't seem to be able to set the hierarchy for the sections/subsections.

The hierarchy only allows me to select a Category on the Edit Section page.

There's no way to drilldown further.