Tickets Created. Difference between tickets dataset and ticket updates dataset. | Community
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Tickets Created. Difference between tickets dataset and ticket updates dataset.

  • October 21, 2021
  • 1 reply
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A

Hi! 

I am trying to understand why does the Ticket dataset and the Ticket Updates dataset counts tickets in a different way.

I usually use the Tickets dataset for all of my reports because it gives me more confidence when counting created tickets, but this time I am working on a task which involves filtering tickets by the different types of comments each one has.

As the type of comments info (like comments by agent, by end-user, by admin, etc) lives only on the Ticket Updates dataset, that means I have to use it for this report.

But checking the count of Tickets in the Tickets dataset and comparing it to Tickets Created on the Ticket Updates dataset I am getting differences in the total count. Even though the largest difference is 131 for one single month, what concerns me the most, is the fact that the differences show in months of the last year, and in closed months of this year.
And I think it is important to mention that we do not delete tickets in any possible way. 

So what I want to know, is if there is any reason for created tickets to be different between datasets?

I have been struggling with this for a while and coming up with workarounds just to get things done, but this time I really seem to have the necessity of using the Ticket Updates Dataset.
I just want to be confident I will not be missing interactions.

    1 reply

    Tim11
    • Tim11
    • November 9, 2021

    Hi Araceli!

    Yeah... very good question. I saw this pop up the other day, and I would have thought exactly the same as you - that the numbers should be the same!

    Out of interest, are you finding that the count on the Ticket Updates dataset is always the higher one of the two? 

    I thought I'd see if we were seeing the same issue in our Zendesk Explore data, and sure enough, we see a similar thing. I narrowed it down to one sample comparison where I was seeing 582 'created' in the Tickets dataset, but 584 in the Ticket Updates dataset. 

    Out of interest, I dragged the 'Ticket ID' attribute into the rows for the Ticket Updates query, so that it then showed e.g. 1098146 | 1 for almost every row, which makes sense... 1 ticket creation for every ticket! 

    But... there were two tickets which had 2 ticket creations for the same ticket ID - those both looked to be merged tickets - so the ticket that had the other ticket merged into it, was counted as 2, and the ticket that was merged into the other ticket was counted as 2.

    I'm not sure if that's correct or not from a 'back end' point of view, I guess it isn't immediately intuitive, but at the same time, technically there were two ticket creations in each of those two tickets, I guess? 

    So for me, excluding any tickets that have the closed_by_merge tag then gives the correct count of 582 (it'll be counting the non-closed-out half of the merged ticket as 2, but that's ok since technically it was 2 created tickets merged into one - but at least it's not double counting each half of the merged ticket).

    Anyway, hope that helps - I wonder if you're seeing the same thing with merged tickets, or if it's something else maybe dissecting the Updates dataset with the ticket ID row in there too will help shed light on what might be different?

    Thanks!

    Tim

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