Understanding the Solved Tickets Metric in Zendesk
What is the Solved tickets metric in Zendesk?
The Solved tickets metric in Zendesk shows the number of tickets currently in a solved status. This metric is found in the Tickets dataset and provides a snapshot of tickets that are marked as solved at the moment.
For instance, if you use the Solved tickets metric with the Assignee name attribute, you can see how many tickets are currently solved and assigned to each agent. However, if a ticket's status changes from solved to pending or open, it will no longer appear in the report. This metric also includes tickets with custom statuses within the Solved category. For more details, you can check the originalZendesk help article.
More related questions
How does the Tickets solved metric differ from Solved tickets in Zendesk?
The Tickets solved metric counts the number of tickets that have changed to a solved or closed status. Unlike Solved tickets, it tracks the transition of tickets to these statuses over time. This metric is available in both the Tickets and Updates…
Can I track multiple solved events for a single ticket in Zendesk?
Yes, you can track multiple solved events for a single ticket using the Tickets solved metric in the Ticket Updates dataset. This metric will show each instance a ticket is updated to 'solved'. For example, if a ticket is solved on multiple…
Why might there be discrepancies in the Tickets solved metric in Zendesk?
Discrepancies in the Tickets solved metric can occur due to timestamp differences. If there's a slight delay between the update and the ticket solved timestamps, it might not be counted. To address this, you can use a custom metric that accounts…
How can I see a snapshot of solved tickets on a specific day in Zendesk?
To see a snapshot of solved tickets on a specific day, use the backlog dataset in Zendesk. This dataset allows you to analyze ticket backlog history. By using the backlog dataset, you can view how many tickets were in a solved status on any given…
What are some common issues with Zendesk metric naming conventions?
Zendesk metric naming conventions can be confusing, leading to misunderstandings about what each metric represents. For example, the names 'Tickets Solved' and 'Solved Tickets' can be misleading. Improving naming conventions to be more descriptive,…
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