Zendesk Explore "Tickets Created" and "Tickets Solved" numbers are not correct
When checking Zendesk Explore, under Dashboards - "Zendesk Support" menupoint.
I set time frame example 1st April until 30th April, and created tickets are "77" and solved tickets are "84".
However, when I manually count the tickets, there are 93 tickets were created in April (this includes solved, closed and unsolved as well) and solved tickets 100 when I count them.
Could please someone help why these numbers don't match?
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Hi Nanai,
There can be discrepancies due to how some events happening to tickets can be handled differently in both products. This mainly happens when deleting, marking as spam, merging, re-opening or recovering deleted tickets.
There is more information about it in our documentation discussing Discrepancies between Explore reports and exports.
I would also advise trying to identify a few tickets that appear on one side, but not the other in order to find anything in common between them.
-JC -
Hi Nanai Balazs
This space is for posts relating to the Agent state and activity EAP to get more visibility on your post I would recommend moving it to the Explore space within the community, linked here.
Thanks,
Karen
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Thank you for answer and apologize for wrong place!
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