[Support and Explore] Counting tickets correctly

1 댓글

  • Amy Dee
    Zendesk team member

    Hi Cyrille! I think the discrepancies here are coming from two broad sources:

    First is ticket archiving. After a ticket has been closed for 120 days, it is archived. Archived tickets still exist in your account, but they are no longer served in Views. Archiving explains why your View counts are significantly lower than your total ticket count. We have details in this article About Ticket Archiving.

    Second is using the ticket ID as an indication of total tickets. It's true that ticket IDs increment up, and they'll appear sequential for the most part. However, if anything disrupts the ticket submission, the ID will still be "used up," even if the ticket is not created. Also, deleted tickets won't appear in analytics. We have a quick summary in this article on Missing Ticket IDs.

    In your case, I suspect you have a handful of archived tickets and several small ID gaps around deletions and failed submissions. That would explain why your actual ticket counts are higher than the View but lower than the ID.

    I hope this helps! Happy reporting!


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