Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
Which date, and which period. Two choices that quietly decide what a report actually means.
Set them
- Add a date filter to the report.
- Choose which date it uses: created, solved, or updated.
- Choose the range, relative or fixed.
- Check the result covers what you intended.
Created or solved changes the answer
"Tickets solved in March" filtered on created date gives you tickets raised in March that have since been solved, which is a different set from tickets solved during March.
Both are legitimate. Only one answers the question you were asked.
Use relative ranges
"Last 30 days" or "previous month" keeps working. A fixed range is right for a one-off and wrong on a dashboard, where it silently becomes a report about a period nobody cares about any more.
Avoid today and this month
Both are incomplete periods, so comparing them with a full previous period always looks like a decline. Use completed periods for anything anybody will draw a conclusion from.
Watch the time zone
Reports use the account time zone. A colleague elsewhere sees a boundary at a different local moment, which moves tickets between days and, at month end, between months.
Say the range on the report
In the title or a caption. Numbers get screenshotted into slides, and a chart without its period is a number without meaning.
Comparisons need matching periods
Four weeks against a calendar month is not a comparison, because months have different numbers of working days. Either compare like periods or say plainly what you have done.
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