Why are my solved ticket numbers different in Zendesk and Zendesk WFM?

Question

Why are my Solved Ticket numbers different in Zendesk and Zendesk WFM?

Answer

Zendesk WFM counts Solved Tickets differently than Zendesk does, and therefore, the data isn't processed in the same way.

When the ticket is solved by an automation, the action isn't taken by the agent. For this reason, no solved point will not be attributed to any agent.

For more information, see these articles:

• Custom report metrics
• Metrics and attributes for Zendesk Support