Overview
The Unresolved Tickets metric provides visibility into how many tickets remain unresolved at the end of a selected time period. It provides a snapshot of your support tickets, helping you to track pending issues over time.
What does the Unresolved Tickets metric represent?
The Unresolved Tickets metric displays all tickets that are still unresolved as of the end date of the chosen date range.
For example,
If you select the date range Jan 1, 2024 – Dec 31, 2024, the metric will include all tickets that were unresolved on Dec 31, 2024, regardless of when they were created.
If you select the date range of 'Last 12 months', the metric will include all tickets that are unresolved as of the current date.
In short, this metric provides a snapshot of unresolved tickets at the end of the selected time period.
Why do I sometimes see closed tickets included in the underlying data for the Unresolved Tickets metric?
The underlying data always reflects the latest ticket status. If a ticket was unresolved at the end of the selected time period but got closed later, it will still appear in the underlying data as Closed.
However, the Unresolved Tickets count itself is always calculated based on the ticket’s status as of the end date of the selected time period. So even if the ticket is now closed, it will still be counted as unresolved for that time frame.
Why doesn’t grouping (by week or month) split the unresolved tickets in the underlying data?
Grouping works only at the widget (visualization) level — for example, in line or bar charts. The underlying data view does not duplicate tickets across weeks or months.
Instead, it shows the unique set of tickets that were unresolved as of the selected period’s end date. This approach ensures no duplication and keeps reporting consistent.
How can I view unresolved tickets for a specific day?
To view the current unresolved ticket count (i.e., as of today):
Set the Date Range to include today (e.g., Today or Last 30 days including today).
The metric will then fetch only those tickets that are still unresolved as of the current date.
Why does the unresolved tickets count differ from the actual number of open tickets?
The Unresolved Tickets metric is time-dependent — it shows tickets that were unresolved at a specific point in time.
That’s why selecting a time period is mandatory for this metric.
Let’s say you choose a time period of Jan 1, 2025 – Mar 31, 2025:
Case 1: No group by selected
Output: Number chart
Value: Total number of tickets unresolved as of Mar 31, 2025
Case 2: Non-time-based group by selected (for example, group by Agent or Priority)
Output: Visual chart (bar chart, donut chart, etc.)
Value: Tickets unresolved as of Mar 31, 2025, grouped by the selected field (Agent or Priority)
Case 3: Time-based group by selected (for example, group by Week or Month)
Output: Visual chart (bar chart, line chart, etc.)
Value: Tickets unresolved at the end of each week or month within the selected date range of 3 months
Summary
The Unresolved Tickets metric is a point-in-time snapshot based on your selected date range.
The underlying data always shows the latest ticket status (so you may see closed tickets even for previously unresolved tickets).
Use a date range that includes the current date to get unresolved ticket counts as of the current date.