Zendesk Merged Tickets Count in Total Volume
Learn how Zendesk counts merged tickets in total ticket volume. Understand the impact of filters on ticket reporting.
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' metric, both tickets will appear in the report as part of the total solved tickets.
However, the results can vary depending on the filters applied to the report. For example, if a 'Ticket solved - Date' filter is used and the non-merged ticket hasn't been solved yet, only the merged ticket will be counted in the total solved tickets. For more details, you can refer to the originalZendesk help article.
More related questions
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…
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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