[ARCHIVED] Two identical queries, two different results | Community
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[ARCHIVED] Two identical queries, two different results

  • August 2, 2021
  • 3 replies
  • 0 views
O

HI! :)

I created two queries:

- One which would show me the distribution of tickets by hour of the day

- One which would show the Wait Time brackets for tickets

Both queries have the same exact two filters (i.e. tickets created in 2021, and in Q3).

The only thing that changes in each is the column:

- In the first case it's 'Ticket Created - Hour'

- In the second it's 'Requester Wait Time Brackets'

If I strip away the columns from both queries, and only leave 'Ticket Count' and the filters already present in each one (year and quarter), I get two very different totals. The total number of tickets counted for the first query is vastly inferior to the second (5171 vs 1189) when using the same exact setup.

Why is this?

Any guidance will be greatly appreciated!

    3 replies

    C
    • Chandra13
    • August 2, 2021

    It looks like there might be an additional filter applied for your Sum of Tickets Created Each Hour (Q3) query. If you check the very bottom of that query, you should see 'Restrict (tickets_created_at)', which isn't present in your first screenshot. I suspect that may be what's causing the discrepancy here. 

    I know I've seen that before, but I can't recall exactly when I've seen that in my own queries before. If you hover over or click on that text, are you able to determine how or what is being filtered there?

    O
    • Oliver24
    • Author
    • August 3, 2021

    I am such a fooooool! :)

    Sorry Chandra, and thanks for the observation.

    Please delete this post - I'm too embarrassed! :)

    Dave12
    • Dave12
    • August 4, 2021

    Hi Oliver, no need to be embarrassed! There's always a lot to learn with Zendesk. But I'll go ahead and delete your post since you asked – have a great day! :)

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