Intercom

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. 

- 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. 

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.

- 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.

Updates to ticket metrics

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Track the progress of all tickets related to your company.

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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.

What's changing?

Why are we updating these metrics?