Merged Tickets in Zendesk's Solved Tickets Metric
Understand how merged tickets are counted in Zendesk's Solved tickets metric. Each ticket is counted separately in reports.
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 approach ensures that all tickets, regardless of their merged status, are accounted for in the reporting metrics. It's crucial to understand this when evaluating the total volume of solved tickets in your Zendesk reports.
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'…
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…
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