Zendesk vs WFM: Solved Ticket Discrepancies
Learn why solved ticket numbers differ between Zendesk and Zendesk WFM due to different counting methods.
Why do Zendesk and Zendesk WFM show different solved ticket numbers?
Zendesk and Zendesk WFM count solved tickets differently, leading to discrepancies in numbers. In Zendesk WFM, if a ticket is solved by an automation rather than an agent, it doesn't count towards an agent's solved ticket total. This difference in processing can cause the numbers to vary between the two platforms. For more detailed information, you can refer to the originalZendesk help article.
More related questions
How does automation affect solved ticket counts in Zendesk WFM?
In Zendesk WFM, tickets solved by automation are not attributed to any agent, affecting solved ticket counts. This means that if an automation resolves a ticket, it won't be counted as a solved ticket for any agent, which can lead to differences in…
What should I know about agent attribution in Zendesk WFM?
Agent attribution in Zendesk WFM is affected by how tickets are solved. If a ticket is resolved through automation, it won't be attributed to any agent, which can lead to differences in solved ticket numbers compared to Zendesk. This is important…
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