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I am creating an Analytics Report to capture Tickets Open for the Prior Month. Meaning, as of the last day of the month, how many tickets were open.  We want to capture this information for trending purposes.

As recommended by FD support, I am using the “Unresolved Tickets” Metric.  The resulting count and CSV include duplicate tickets.  So the counts and csv file are not accurate for the actual tickets that were Open for the prior month.

How do I get a reliable list of tickets that were Open as of the last day of the month?

@chrisgoff My understanding is that you can’t do this,  but would be interested to hear if Fresh plan to build something as it would help me too!

@RobCrossHM 
I was told if you use Metric = “Unresolved Tickets” you could get Prior Month Open Tickets because “Unresolved Tickets” tracks historical information.  However, it is not working as intended.

@chrisgoff 

Thanks for the info - I've not seen this before, and Fresh Support told me that it wasn’t possible
I’ve tried it, and it’s given me a headache trying to understand the data.

I know that I don't’ currently have any open tickets for the period that I've filtered to so it must be looking backwards and not at current open tickets

 

 

But, i don’t know how it’s got to the figure of 21 for that entire period.
Helpdesk Ticket Volume: Unresolved tickets : Freshdesk Support

I think it means that at any time during the date that I specify the most I had open was 21.  I’ll keep reading/testing and let you know how i get on.

@RobCrossHM 
I am currently doing an audit of what we have in our database from the FD API vs. what is on the report, using that metric.  Here are the filters I am using

Metric Filter

Report Filter - this is necessary because our 1st Created Date in back in 2016.

 

HI @RobCrossHM - We would like understand more about all the filters applied. Also, can you try out the configurations from my screenshot?
 

 

@Ramkishore Gopalan 

 

Interesting - what data is it showing me?

Unresolved tickets on the fist/last day, or the max for the month?

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