About ticket archiving Follow

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9 comments

  • Avatar
    Tyler North

    Hi everyone,

    Just wanted to add some of my thoughts and findings on this issue.

    0) The issue here is not intuitive in the least in your documentation. I found out this issue existed because I ran an API call and noticed that the lowest ticket ID i got was in noooo way the oldest ticket we had in the system. Then googling got me to this page. Again, thats not intuitive at all, and I'm going to bet countless people have bugs in their code now that they had no idea they had.

    1) I've seen it mentioned by some zendesk folks that the info is "stll available via the API", welll nooooooooot reaaaaaaaally. Calling a basic tickets list from the API does not reveal any of the "archived" tickets, only the active ones. You can call the API with the Ticket ID if you happen to have that handy.

    I've found you can get ALL of the tickets (included those in the archive) with the following https://developer.zendesk.com/rest_api/docs/core/incremental_export#tickets
    However this also lists the "deleted" tickets as I can see them, which I would prefer not to get.

    2) I've also seen some zendesk folks say that this is "for performance reasons". This is doing the opposite if anything, its a pretty awful solution to the problem as well frankly.

    Make it more intutive to call tickets from a specific start time, thats the easiest solution. If you don't want the older tickets, dont call for them with the API, you can make it that simple. I'm really having a hard time understanding why you didnt go with this approach. You can use the exact same logic in the URL scheme you had in incremental tickets and it'd be fine.

    Currently the best way to get through this possible with the least amount of calls I must make an API request to the incremental tickets endpoint, going through EVERY ticket, even the ones I have deleted. How is this better performance than listing only active tickets?

    3) Currently this issue does not affect my situation much as we're currently closing our zendesk account (not for satisfaction reasons, our company just went through an acquistion) and I'm writing a script to archive all of the old ticket and comment data.

    However if it was my situation ( as it was just a few months ago for me ) that we needed to query all of the ticket data for proper metrics, this would be adding tons of extra queries to my code.

    I understand you put this policy in place in order to help performance issues, but if anything this just means I'm going to be spamming your servers way more for the same information. Currently I don't mind spamming your servers, but I'm guessing this isn't helping the performance of your servers getting all of these needles API calls.

    TL:DR anyone who has this same issue with the API should use this to get around the issue, it sucks but it works

    https://developer.zendesk.com/rest_api/docs/core/incremental_export#tickets

  • Avatar
    Snipasi

    It is very weird when you google why you just lost 1000+ tickets and the answer is to pay more money to Zendesk or you cannot view your tickets. Promptly getting rid of this junky software.

  • Avatar
    Jo Herbert

    So today I also notice that out ticket numbers were double the number or the "all Tickets" in our view area. Alarms starting ringing!! 

    I then did some digging to find that 1/2 our tickets had been "Archived" 

    I want to see all our tickets in the views. 

    Surely it's our choice if we want all our data shown or a faster loading. 

    It would be better to have it as a default not to archive our tickets, then just have box that warns you after you have hit # of tickets that loading views may start to slow down. Then give us the option to archive tickets and what tickets we want to archive e.g. tickets older that 360 days etc

    :(

     

     

  • Avatar
    Jim Stratton

    So without resorting to API calls, how can I get a customizable "view"-like list of tickets that have been archived?

  • Avatar
    Elisa Reggiardo

    Hi, I just created a view for tickets which statuses have been closed for over 120 days and I still see many closed tickets when I should actually not see anything as they should be archived. Is this ticketing archiving still working?

  • Avatar
    Rebecca

    Hi Elisa - 


    What conditions are you using to create this view? I tested this in on my end creating a view that looks at tickets with 2880 hours (120 days) since being closed and it did not return and tickets. If doing this does return tickets in your Zendesk, please submit a ticket to support@zendesk.com for us to look into. :) 

     

  • Avatar
    Elisa Reggiardo

    Hey, thanks for your reply!

    My view settings:

     

    My view results:

     

    Creating a ticket right away!

    Thanks,

  • Avatar
    Giovanni De Smet (Edited )

    Guess creating a report in Insights is the only option.

    I'd like a csv export though.

  • Avatar
    Adrian Bell

    Hi Giovanni 

    I recently discovered Power BI Desktop (a free download from Microsoft).

    There is a connector to Zendesk. I hoping that this will be the solution, and I am looking for bringing in historical ticket but am yet to confirm.

    Regards

    Adrian 

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