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 means. Both are legitimate; only one answers the question you were asked.
Set them
- In the Filters panel, click Add and pick the date attribute you mean: ticket created, ticket solved or ticket updated. Click Apply.
- Click the attribute, then Edit date ranges.
- Choose a ready-made range such as Today or Last month, or build one like twenty days in the past, which keeps moving with the calendar.
- Click Apply and 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 time zone on the reader's own profile, not the account's. A colleague elsewhere therefore sees the boundary at a different moment, which moves tickets between days and, at month end, between months. Check both profiles before comparing anything.
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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