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?
Best answer by RobCross
@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
@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.
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
@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.
