What's the difference between Ticket group and Update ticket group in Explore?

Question

Do the Ticket group and Update ticket group attributes refer to the same values?

Answer

No, these have different meanings:

• Ticket group: Refers to the name of the group the ticket is currently assigned to.
• Update ticket group: Refers to the group to which a ticket was assigned at the end of an update. For example, if a ticket was reassigned from Tier 1 to Tier 2 in the past, the Tier 2 value will be returned.

For Explore attribute definitions, see this article: Metrics and attributes for Zendesk Support.