What does Ticket status - Unsorted mean?

Question

What does Ticket status - Unsorted mean in Analytics?

Answer

The Ticket status attribute sorts data from newest to oldest in the order new, open, pending, on-hold, solved, and closed. The Ticket status - Unsorted attribute sorts data in alphabetical order rather than chronological order, which means the order is closed, new, on-hold, open, pending, and solved.

Use Ticket status for Rows, Columns or Filters within Explore queries, and use Ticket status - Unsorted in formula calculations.

Note: If you added custom ticket statuses to your account, you can also use the below attributes in rows, columns, or filters:

Ticket custom status name

Ticket custom status category

Ticket custom status state

For more information about ticket data in Analytics, see Metrics and attributes for Zendesk Support.