The Solved Tickets metric tracks tickets which are solved in Zendesk Support by agents.
An agent will receive a solved point if they are the first to solve a ticket. By default, a ticket may be counted as Solved only once in the life of the ticket. The solved point credit is attributed to the agent who is the first one to solve a ticket.
The advantage of this calculation method is that it allows you to accurately measure the total number of tickets solved. Alternate calculation methods can mean that you may actually wind up with a higher number of total solved tickets than tickets created since it's possible to receive credit for solving a single ticket more than one time.
Changing the calculation method:
As noted above, by default, only one agent may receive credit for a solved ticket, and only the first time they solve it. However, you may change the calculation method to allow one solved point per ticket, per agent. This can be changed via Admin > Metric Settings.
Note: if a ticket is solved by automation or trigger, no one will receive a solved point. If the ticket is merged to another case, no solved point will be attributed. Also, a solved point will not be deducted if the ticket gets reopened.
How does tymeshift calculate solved tickets differently than GoodData?
tymeshift counts Solved Tickets a bit differently than Zendesk’s GoodData does. Let’s review an example to understand how they are different.
Here’s how tymeshift handles solved tickets:
- Agent A solves a ticket 5 times
- tymeshift gives Agent A credit for 1 solved ticket.
- tymeshift gives Agent A credit for 4 Attended Points.
- Agent B solves the same ticket 5 times
- tymeshift gives Agent B credit for 1 solved ticket.
- tymeshift gives Agent B credit for 4 Attended Points.
tymeshift tracked this ticket as solved only a single time for each agent, however, GoodData counts this as 5 solved tickets for both Agent A and Agent B. It also tracks the 4 times each agent re-opens the ticket.
Common uses of Solved Tickets
Solved Tickets is a great metric to use to get an understanding of the total volume of tickets being solved in your support organization. Depending on your organization's goals, it can also be a great metric to add to your agent's scorecard.
Downfalls of Solved Tickets
Although Solved Tickets is great for getting a handle on how many tickets are being solved within your organization it doesn't account for the number of interactions occurring on tickets. If your organization is highly interaction/conversation driven (lots of back and forth between support + the customer) then using a metric like Public Comments or Public Comments Per Hour could be a better fit. Generally speaking, combing Solved Tickets with another metric will typically give you the best of both worlds.