Understanding 'Ticket status - Unsorted' in Zendesk
What does 'Ticket status - Unsorted' mean in Zendesk Explore?
The 'Ticket status - Unsorted' in Zendesk Explore refers to a way of sorting ticket statuses alphabetically rather than chronologically. This means that instead of being sorted from newest to oldest (like new, open, pending, on-hold, solved, closed), they are sorted alphabetically (closed, new, on-hold, open, pending, solved).
This attribute is particularly useful in formula calculations within Explore queries, as opposed to the standard Ticket status attribute, which is used in Rows, Columns, or Filters. If you have custom ticket statuses, you can also use attributes like Ticket custom status name, category, or state in your queries. For more details, you can refer to theMetrics and attributes for Zendesk Support.
More related questions
How is 'Ticket status - Unsorted' used in Zendesk Explore?
'Ticket status - Unsorted' is used in Zendesk Explore for formula calculations, offering an alphabetical sorting of ticket statuses. This differs from the standard Ticket status attribute, which is sorted chronologically and used in Rows, Columns,…
Can I use custom ticket statuses with 'Ticket status - Unsorted'?
Yes, you can use custom ticket statuses with 'Ticket status - Unsorted' in Zendesk Explore. If your account has custom ticket statuses, you can incorporate attributes like Ticket custom status name, category, or state in your Rows, Columns, or…
Why might a ticket be categorized as 'Unsorted' in Zendesk?
A ticket might be categorized as 'Unsorted' in Zendesk if it hasn't been properly organized or classified under the standard ticket statuses. This can occur if tickets are not correctly assigned or routed to the appropriate agents, groups, or…
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