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

Question

When creating reports, I noticed that there are multiple different metrics about tickets that are solved. What is the difference between Solved tickets and Tickets solved?

Answer

Solved tickets

This is the number of tickets that are currently in a solved status in your account.

Solved tickets appear in the Tickets dataset.

If you add the Assignee name 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.

If you have tickets with custom ticket statuses within the Solved ticket status category, these tickets are also included in the Solved tickets metric.

Tickets solved

These are tickets that changed from a different status to a solved status, or a closed status at any point.

This metric excludes tickets moving from a solved status to a closed status so as not to double count tickets.

Tickets solved appear in both the Tickets dataset and the Updates history dataset.

Choose the dataset:

In the Updates history dataset, the data depends on how you use it. For example, with the Ticket group 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.

In the Tickets dataset, each metrics specify the timeframe themselves. For example, Tickets solved - last 7 days. To see a list of the tickets solved metrics in the tickets dataset, visit this anchor link and scroll up: Ticket dataset.

Generally, when using a time axis, such as Ticket solved - Date, use the Tickets dataset with the Solved tickets 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.

To see how many tickets were in a solved status on any given day, use the Backlog dataset. Learn more about that unique dataset: Analyzing your ticket backlog history with Explore.