Missing Historic Attributes in Explore

Planned

Posted Apr 14, 2020

Hello.

We used to measure some Updates regarding changes of Ticketgroup by using the historic attributes in Insights.

https://support.zendesk.com/hc/en-us/articles/115006275247-What-are-the-Historic-attributes-in-Insights

"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."
"These Historic attributes are recorded whenever an update includes at least one Ticket Text Field Change, Ticket Numeric Change, and/or Satisfaction Survey Change."

Trying to find a way with Explore is quite a Quest.

Only by creating a quite comlicated Query, buildig Metrics and using result metric calculation I come close to the data produced easly via Insights.

Execution of the querie takes incredibly long and it would be much easier to simply chose the Historic Attributes in Explore.

Please consider migrating the historic attributes to the Explore datasets.

Thanks

Luise

5 comments

Date

Eugene Orman

Zendesk Product Manager

Apr 17, 2020

@..., thank you for bringing this up.

It is a known Insight parity gap and I can definitely relate to the fact that setting similar configuration in Explore is quite complex at the moment. We plan to introduce equivalent historic attributes in the Ticket Updates dataset in the second half of this year.