|Announced on||Rollout starts||Rollout ends|
|March 14, 2022||TBC..||TBC|
Update: The rollout of this change has been delayed. We will update again once the new rollout date is confirmed.
Service Level Agreements (SLAs) allow customers to set targets for reply and solve times on tickets. The Ticket Metric Events API enables customers to retrieve the raw data used for calculating their SLA performance.
Zendesk is changing how data is served on the existing API endpoint for non-archived tickets and is introducing a new API to address archived tickets.
This announcement answers the following questions:
What’s changing and why?
Currently, the Ticket Metric Events API retrieves data for all tickets, whether archived or not. Whereas tickets get archived 120 days after they are closed, ticket metric events are not archived.
To improve reliability and scalability, Zendesk is changing the Ticket Metric Events API to return data only for non-archived tickets effective May 25, 2022. Data for archived tickets will still be available, and we are introducing a new API endpoint to allow for the retrieval of this data in bulk.
How will this affect me?
You won’t be affected if you’re retrieving Ticket Metric Events data more frequently than your account’s archival period. If you pull data less frequently, you will need to take action.
Here are some examples to illustrate:
- For most accounts, tickets are archived 120 days after they are closed. If you regularly pull this data more frequently than every 120 days, you will not see any change.
- However, if your archival period is set to 14 days and you’re only pulling data once a month, you’ll want to update your task to pull more frequently, for example, every 7 days.
Is there anything else I need to do?
If you just want data for non-archived tickets going forward, you can use our Ticket Metric Events API.
Alternatively, if you want data for all time on your account, you should instead use the new Archived Ticket Metric Events API, which will be available in the near future. More details on that API will be announced in Q2 2022.
If you aren’t retrieving this data right now but want to start doing so, you can use one or both of the APIs listed above.