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Updates to ticket metrics
Updates to ticket metrics
Sze Wing avatar
Written by Sze Wing
Updated over 2 months ago

What's changing?

  • Four existing ticket metrics are being updated to use a different timestamp (submitted_at, instead resolved_at) on the 8th of October. This will result in their calculations changing.

  • If you have charts that utilize these metrics, these will change as a result of the update.

Why are we updating these metrics?

  • Improve the accuracy of Ticket time metrics: Including tickets that have spent time in the particular state (e.g. Ticket time in submitted) regardless of whether they are currently in a resolved state or not, makes the metrics more accurate.

  • Enable more possible analyses: With these updated metrics, you will be able to run new analyses that were not previously possible.

    • Ability to segment, view and filter the metric New tickets by current ticket state.

    • Ability to segment and view the metrics Ticket time in submitted, Ticket time in progress, Ticket time in waiting on customer by time spent in each ticket state.

Metrics impacted

Current timestamp

New timestamp after update

Current metric calculation

New metric calculation after update

Ticket time in submitted

Ticket last resolved

Ticket created

The time spent in the given state.

These metrics currently only include in the calculation tickets that are currently in a resolved state.

Numbers will change as these metrics will now additionally include tickets that are not currently in a resolved state, that have spent time in the states required to calculate the metric.

For example, if a Ticket has spent time in the ‘In Progress’ state, but is not in a currently resolved state, this will now be included in the calculation of the metric Ticket time in progress. Previously, this would have been excluded.


If you want to still exclude tickets that are not currently in a resolved state, you can apply a filter to exclude them.

Ticket time in progress

Ticket last resolved

Ticket created

See above

See above

Ticket time in Waiting on customer

Ticket last resolved

Ticket created

See above

See above

New tickets

Ticket last resolved

Ticket created

New tickets is calculated based on the date tickets were resolved.

For example, if the reporting period is August 20th-21st, the calculation includes only tickets resolved on those dates.

New tickets will now be calculated based on the date tickets were created.

For example, if the reporting period is August 20th-21st, the calculation will include only tickets submitted on those dates. This change will affect the reported numbers.


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