What is the difference between the solved tickets and tickets solved metrics?

<h2 id="h_01JQBWAV95QRB7DKCCB9PDVQVZ">Question</h2><p>When creating reports, I noticed that there are multiple different metrics about tickets that are solved. What is the difference between <strong>Solved tickets</strong> and <strong>Tickets solved</strong>? </p><h2 id="h_01JQBWAV95C656MQ3F6BK9CYJ0">Answer</h2><h4 id="h_01KXDF5ZDTZ9Y39EVZKT8AQ1Y6">Solved tickets</h4><ul>
<li data-list-item-id="e89d460211443da699cc41b9d53aab56d">This is the number of tickets that are currently in a solved status in your account.</li>
<li data-list-item-id="e4d2228d069f23a66b59e142e592e607b">
<strong>Solved tickets </strong>appear in the <a href="https://support.zendesk.com/hc/en-us/articles/4408827693594-Metrics-and-attributes-for-Zendesk-Support#topic_zlf_slp_4y" target="_blank" rel="noopener noreferrer">Tickets dataset</a>.</li>
<li data-list-item-id="e7581c0207dc2394a1fae6ed890269eae">If you add the <strong>Assignee name</strong> attribute under, you will see tickets that are in a solved status. The list will be organized by agent those tickets are currently assigned to. But, as soon as one of those tickets switches back to pending or open, the ticket will no longer show in the report.<ul><li data-list-item-id="e215074533a29da62e7453ad415821f22">If you have tickets with <a href="https://support.zendesk.com/hc/en-us/articles/4412575841306-Activating-custom-ticket-statuses" target="_blank" rel="noopener noreferrer">custom ticket statuses</a> within the Solved ticket status category, these tickets are also included in the <strong>Solved tickets</strong> metric.</li></ul>
</li>
</ul><h4 id="h_01KXDF6G376GP4NNV56EY7RAHK">Tickets solved</h4><ul>
<li data-list-item-id="e3560c0740a872a1fe70b59df65514c3f">These are tickets that changed from a different status to a solved status, or a closed status at any point. </li>
<li data-list-item-id="e48416bf05a47c393f07ab7ec30ebf6af">This metric excludes tickets moving from a solved status to a closed status so as not to double count tickets.</li>
<li data-list-item-id="eea28aa88450685c3b25ae6523d499cae">
<strong>Tickets solved</strong> appear in both the <a href="https://support.zendesk.com/hc/en-us/articles/4408827693594-Metrics-and-attributes-for-Zendesk-Support#topic_sq4_mhq_4y" target="_blank" rel="noopener noreferrer">Tickets dataset</a> and the <a href="https://support.zendesk.com/hc/en-us/articles/4408827693594-Metrics-and-attributes-for-Zendesk-Support#topic_krx_1lq_4y" target="_blank" rel="noopener noreferrer">Updates history dataset</a>. </li>
</ul><p>Choose the dataset:</p><ul>
<li data-list-item-id="eb18d3c45da7cb3aeeef709edadad224a">In the <strong>Updates history</strong> dataset, the data depends on how you use it. For example, with the <strong>Ticket group </strong>attribute, you will see how many tickets moved to a solved or closed status by each agent groups, regardless of what status those tickets are in now.</li>
<li data-list-item-id="ef909596bc69f1e269f887980f2046699">In the <strong>Tickets</strong> dataset, each metrics specify the timeframe themselves. For example, <strong>Tickets solved - last 7 days</strong>. To see a list of the tickets solved metrics in the tickets dataset, visit this anchor link and scroll up: <a href="https://support.zendesk.com/hc/en-us/articles/4408827693594-Metrics-and-attributes-for-Zendesk-Support#topic_jnb_4hq_4y" target="_blank" rel="noopener noreferrer">Ticket dataset</a>.</li>
</ul><p>Generally, when using a time axis, such as <strong>Ticket solved - Date</strong>, use the<strong> Tickets</strong> dataset with the <strong>Solved tickets </strong>metric. This shows you the tickets that were solved on the given day. There is no need to switch over to the updates history dataset to try and get day-by-day information on what tickets were moved to a solved status.</p><p>To see how many tickets were in a solved status on any given day, use the <strong>Backlog</strong> dataset. Learn more about that unique dataset: <a href="https://support.zendesk.com/hc/en-us/articles/4408819760666-Analyzing-your-ticket-backlog-history-with-Explore" target="_blank" rel="noopener noreferrer">Analyzing your ticket backlog history with Explore</a>.</p><style>
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<summary>THIS SECTION IS AI CONTENT. DON'T EDIT OR DELETE.</summary>

### Concept
<h2 id="h_01KXDG163PVJ4YW7HJVPK6XXQW">What is the Solved tickets metric? What does the Solved tickets metric track in reporting or analytics?</h2>
<p>This metric tracks the number of tickets that currently sit in a solved status or state in your account. This includes tickets with custom ticket statuses within the Solved ticket status category.</p>

<h2 id="h_01KXDG163PX9HZDFRB243W5NAD">What is the Tickets solved metric? What does the Tickets solved metric track in reporting or analytics?</h2>
<p>This metric tracks tickets that changed from a different progress status to a solved status or a closed status at any point. It excludes tickets moving from a solved status to a closed status so as not to double count tickets.</p>

### Confirmation
<h2 id="h_01KXDG163P5TV637Y59G89C0CX">Do custom ticket statuses count toward the Solved tickets metric? Do custom states appear in Solved tickets?</h2>
<p>Yes. If you have tickets with custom ticket statuses within the Solved ticket status category, the Solved tickets metric includes these tickets.</p>

<h3 id="h_01KXDG163PE55PZ0W4YR7E71KX">Pro tip</h3>
<h2 id="h_01KXDG163P2A8VW5Y9DE8CRT6H">How do I see tickets solved on a specific day? What is the best practice to report on daily solved tickets?</h2>
<p>When you use a time axis like Ticket solved - Date, use the <strong>Tickets</strong> dataset with the <strong>Solved tickets</strong> metric. This shows you the tickets that agents solved on the given day, and you do not need to switch over to the updates history dataset to get day-by-day information.</p>

<h2 id="h_01KXDG163PNP2RY2MQVQMGFM5W">How do I see historical backlog data for solved tickets? How do I view how many tickets were solved on any given day?</h2>
<p>To see how many tickets were in a solved status on any given day, use the <strong>Backlog</strong> dataset.</p>

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