Announcing Ticket Metrics API change

Announced on	Rollout starts	Rollout ends
April 4, 2022	TBC	TBC

The Ticket Metrics API allows you to retrieve various metrics about your tickets.

Update: The rollout of this change has been delayed. We will update again once the new rollout date is confirmed.

What’s changing and why?

Until now, the API could only retrieve data for non-archived tickets. With this change, you can now retrieve data for both active and archived tickets.

Is there anything I need to do?

No action is necessary if you’re already retrieving ticket metrics using the ticket_id, or are de-duping the data you retrieve based on ticket_metric_id. If you’re not doing either of these, it’s possible you may find the API response includes data on archived tickets that you had previously pulled. If that’s the case, we recommend you de-dupe based on ticket_id or ticket_metric_id.

For more information, see Ticket Metrics API in the API reference docs.