Discrepancy in tickets solved MTD and YTD for January 2023 | Community
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Discrepancy in tickets solved MTD and YTD for January 2023

  • January 17, 2023
  • 3 replies
  • 0 views
S

Dear Zendesk community, 

I have created two ‘date range calculated metrics’ to report on tickets solved, beginning of the month till the end of yesterday and beginning of the year till the end of yesterday. 

Since it is the first month of the year these measures should show the same number of solved tickets, but the results differ even though the metrics have been set up to report on the same dates (see attached pictures). I have double checked that same data filters have been applied. The number of solved tickets YTD are the ones that are accurate.

Have I missed something here? Could someone please give me some advice.

Thanks!

 

      3 replies

      CJ99
      • CJ99
      • January 17, 2023

      Hi, 
      What dataset did you use? It's known by Zendesk that the Support Updates dataset has a bad formula for the metric "Solved Tickets", that returns bad values, that they seemingly won't fix: https://support.zendesk.com/hc/en-us/community/posts/4811432683034-Tickets-solved-metric-discrepancy-in-Updates-history-Explore-dataset

      If you're on that dataset, that may explain the difference. 

        S
        • Siri
        • Author
        • January 18, 2023

        Hi @cj99, 

        Thanks for your response. I am using the Support: Tickets dataset, so the discrepancy in the updates dataset should not be the issue. 

        Any other ideas? 

        Thanks!

        Siri

        ZZ55
        • ZZ55
        • January 20, 2023

        Siri

        I am not sure what is causing the difference.

        But you may be better using the Zendesk pre built year to date and month to date metrics. I tested on my account and they produced the same values. Within Metrics, scroll down to the Time Ranges section:

         

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