Understanding Ticket Solve Discrepancies in Explore
How can ticket solve numbers differ between Explore reports and exports?
Ticket solve numbers can differ between Explore reports and exports due to ticket reopens and resolutions over time. When tickets are reopened, they may be removed from the solved metric or moved to a different period. Additionally, if tickets are solved after the initial export, the numbers will change in subsequent reports. To track all solves, you can create a standard calculated metric that excludes conditions for current status and date.
More related questions
Why do Explore reports and exports show different ticket creation numbers?
Explore reports and exports might show different ticket creation numbers due to ticket deletions or recoveries. Deleted tickets are removed from the Tickets dataset, which can decrease the total number of tickets created. Conversely, recovering…
Why might ticket categories differ between Explore reports and exports?
Ticket categories might differ between Explore reports and exports because the Tickets dataset reflects the current state of tickets. If a ticket's category changes between the time of export and when a report is run, the results will differ. For…
How should I interpret percentage changes in Explore report discrepancies?
When examining discrepancies in Explore reports, it's important to consider both the raw numbers and the percentage changes. A small numerical change can represent a significant percentage change, and vice versa. Understanding these variances helps…
What role do aggregators play in Explore report discrepancies?
Aggregators like median (MED) and mean (AVG) can impact Explore report discrepancies, especially for duration metrics like first reply time. The MED aggregator helps protect against outliers, while the AVG aggregator can be skewed by them. For…
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