Hi there! How am I able to view closed tickets in the past month in the ticket volume trends report?
Are closed tickets included in the report of resolved tickets?
We have our rule to set to closed after 30 days
Closed for Voting
Ticket Volume Trends Report: Closed Tickets
+7- Community Manager
Hello Lauren,
Resolved and closed are two types of ticket statuses. The difference between them is as follows:
- Resolved: When agents are reasonably sure that they have provided the customer with a solution to their problem, they can change the status of the ticket to Resolved.
- Closed: If the customer acknowledges that the problem has indeed been resolved, a resolved ticket can be moved to Closed.
But when it comes to reporting, we calculate "Resolved" and "Closed" tickets in a similar manner and we account this under "Tickets Resolved" count. So yes, closed tickets are included in the report of resolved tickets.
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