Hello Zoho Support Team,

We’ve noticed that when checking our ticket analytics in Zoho Desk, the data merges both parent and child tickets for key metrics like the number of new tickets, closed tickets, and first response time. This results in inaccurate reporting, as child tickets are used for internal purposes, while parent tickets are the ones directly related to our customers—which are the ones we primarily want to track.

We would like to know if there’s a way to filter analytics to display only parent tickets. Would this be possible using Zoho Analytics? If so, could you provide a tutorial or guidance on how to set this up?

Looking forward to your insights. Thanks in advance for your help!