Impact of Filters on Merged Tickets in Zendesk
Discover how filters affect the reporting of merged tickets in Zendesk. Learn how filters can change ticket count in reports.
What happens to merged tickets in Zendesk reports with filters?
In Zendesk reports, merged tickets can be affected by filters, altering how they are counted. If a report uses specific filters, such as 'Ticket solved - Date', and the non-merged ticket hasn't been solved, only the merged ticket will be included in the total solved tickets.
This means that while merged tickets are generally counted as separate tickets, the application of certain filters can change the way they appear in reports. This is important to consider when analyzing ticket data to ensure accurate reporting.
More related questions
How does Zendesk count merged tickets in total ticket volume?
Merged tickets in Zendesk are counted based on unique ticket IDs. This means that if you have two tickets that are merged, they will still be counted as two separate tickets in the total ticket volume. For instance, when using the 'Solved tickets'…
Are merged tickets counted as separate in Zendesk's Solved tickets metric?
Yes, in Zendesk's 'Solved tickets' metric, merged tickets are counted as separate entries. Each ticket retains its unique ID, so when you run a report using this metric, both tickets will be included in the total count of solved tickets. This…
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