Hello! Basically, I am having issues when reporting on Solved Tickets using the Updates History dataset. The agents have a Solved Ticket Count on their profile and that number does not coincide with the one I am getting in the Explore section. I asked the agents to send me the number of solved tickets at certain times during the day and the number did not coincide at any time. I went to the reports and see that in the updates history data set the Solved Tickets metric is not counting a ticket that has been set to solved before. I'd really appreciate some help with this. Thank you!
Reporting on Solved Tickets
I was going to upload some images but even when I have them in the correct format (png and not over 100 kb) the website does not allow me to upload them...
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When it comes to reporting on Solves it is always advisable to use the Tickets Dataset instead of Ticket Updates History. Updates History relates to updates and changes in tickets.
Please try to use it first and compare the data that your agent is reporting. If there's still a discrepancy, please contact our support directly so that we can investigate further.