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Not Solved last week

  • February 5, 2024
  • 1 reply
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G

I am new to Zendesk reporting and dashboards. I have a request to make the math work. Basically they want the Tickets solved (time period) + Tickets unsolved (time period) = Tickets Created (time period). As you can see in the screenshot, the time periods of 'Yesterday' and 'This Week' work as expected. The issue is 'Not Solved' last week. If the ticket created 'last week' is solved on Sunday or Monday then it is not counted in the 'not solved last week' count. 

For the 'not solved last week' I need to be able to count tickets 'created and not solved last week' regardless of their current status this week. IOW - how many unsolved tickets on Saturday night? How do I do that?

    1 reply

    Brandon12
    • Brandon12
    • February 8, 2024

    Hey Gerald,

    Welcome!  The first thing you should know is that Zendesk Explore considers it's week Monday - Sunday.  That said, one way you can approach this is to have that metric look at the # of tickets created last week that are "currently in a status less than solved" at the time the report is pulled.  

    By definition, tickets created last week that are in a status of "New, Open, Pending, or On-Hold" would be Not Solved last week.  You might also need to consider tickets that are reopened from a  solved status within the week.

    Hope this helps!

    Brandon

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