Count mis-match in Overview Dashboard and Custom report

Count mis-match in Overview Dashboard and Custom report

Please find the details on how the "closed tickets" count is calculated in "Overview Dashboard" and "Custom Report".

Overview Dashboard - This will show the number of tickets closed count during that specific period. Irrespective of the tickets current status. When I say closed count, If a ticket is closed and reopened on customer reply and closed again. The Closed count will be 2 in this case.

Custom Report - This will show the number of tickets closed during that specific period and are currently in Closed status.

Eg,

I am looking at the overview dashboard for August 2023. It shows 10 Closed tickets and in custom report the closed ticket shows 6 records.

How this is calculated in overview dashboard?

During August 2023 there are 8 tickets created, Agent has closed all 8 tickets, now the closed count will be 8, on customer reply 2 ticket are re-opened, agents sends response on the 2 re-opened tickets and closes this tickets, as agent has closed 2 ticket again, the Closed tickets count will be 10.

How this is calculated in custom report?

During August 2023 there are 8 tickets created, Agent has closed all 8 tickets, on September 2 on customer reply 2 tickets are re-opened. So, when we generate a custom report it would look for tickets that are closed during August Month and the tickets that are currently in closed status and closed during August. So, here it would 6.

Please let me know if you need any further clarification and I would be more than happy to clarify.

Ticket = #91225528