Percentage of Solved Tickets Out of All Tickets

Forum|Forum|3 years ago
January 5, 2023
3 replies
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James63

I have made a copy of the default Zendesk Support dashboard.
On this dashboard it shows the number of Created Tickets, the Number of Unsolved Tickets, and Solved Tickets. I have created a report that should show the % of Solved Tickets.
This report is using a custom metric of D_COUNT(Solved tickets)/D_COUNT(Tickets) and I am displaying it as %.

When I view the Report it displays a percentage that appears correct. However, when I save the report view and view the dashboard, this report always displays 100% regardless of the time frame I select.
Any help is appreciated!

CJ99
Forum|Forum|3 years ago
January 5, 2023

What filters have you excluded from the report on the dashboard? Also, what dataset did you build this new report and metric on?
Additionally, you may want to be aware that many of the prebuilt Dashboard reports don't work or return bad data -- Zendesk doesn't consider this a bug, won't fix it, and won't document it. The other prebuilt dashboards have similar issues as well.