What are the Historic attributes in Insights? How do I use them?
There are four "Historic" attributes in Insights:
- Ticket Assignee (Historic)
- Ticket Group (Historic)
- Ticket Priority (Historic)
- Ticket Status (Historic)
Whenever a ticket is updated with some sort of field change, Zendesk records the values of these four system fields as well. This happens even if the fields weren't changed in the update. Those are the Historic attributes.
How Historic attributes work
Each Historic attribute shows the value at the start of an update, not the end. This is important if one of these four fields changes. The Historic attribute will show you the value before the change in that update.
For example, here is a sample ticket update. The agent added a comment and changed the ticket status from Open to Pending.
Here is what the update looks like in Insights, with all the Historic attributes and their current counterparts:
There was at least one field change in this update, so all four Historic attributes were recorded. The assignee, group, and priority did not change, so the Historic values match the current values.
The status did change, though, so those values are different. The ticket was in open status at the start of this particular update, so the Ticket Status (Historic) value is Open. The ticket is currently in pending status, so the Ticket Status value is Pending.
When one of these attributes is set for the first time on a ticket, the Historic value in that update will be (empty value).
When Historic attributes are recorded
These Historic attributes are recorded whenever an update includes at least one Ticket Text Field Change, Ticket Numeric Change, and/or Satisfaction Survey Change.
This covers almost all updates with two notable exceptions: Ticket Tags and Ticket Comments are not linked to these changes. They are stored in a different part of the data model. That means, if an update only includes a comment or tag with no other changes, it will not record Historic values.
The Historic attributes allow you to review key attributes throughout the life of a ticket, which can be helpful for identifying trends and patterns.