COUNT ([KM Title] = 'Caller wants to know the status of a ticket')
What you have in the parens is a Boolean condition that will be either TRUE or FALSE. You are getting a count of all the rows whether or not it's true or false.
SUM ( IF [KM Title] = 'Caller wants to know the status of a ticket' then 1 else 0 END )
Now you'll get a 1 for every true condition, and SUM will give you a total of all the TRUE rows.
Thank you I can stop banging my head against my desk now!!