Exporting SLAs Dataset

6 Comments

  • Eric Nelson
    Zendesk Developer Advocacy
    Hey Alberto, 

    I think what you're looking for is covered by the ticket metric endpoint. If this isn't what you're looking for, just let me know! 

    Thanks
    1
  • Alberto Gugel

    Hi Eric Nelson, I apologize for the delay.

    I think that both Ticket Metrics and Ticket Metric Events are not the one I was looking for.

    More precisely, for the same ticket, I get different values from the following fields:

    • Support SLAs dataset - SLA Update Date/Time
    • Ticket Metrics endpoint - updated_at
    • Ticket Metric Events endpoint - time

    Looking at the SQL query behind the query we are performing against the Support SLAs dataset, it seems like the date I'm looking for comes from the Tickets endpoint; am I right?

    Another point is: basically, there is no way to simply export datasets through the APIs; we can only try to rebuild the dataset putting together the result of multiple queries; right?  

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  • Alberto Gugel

    Tried the Tickets endpoint and, no, it does not show the SLA Update Date/Time (I was pretty sure of that...)

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  • Alberto Gugel

    I also tried the Ticket endpoint with metric_sets, slas and dates sideloads... it seemed to work but just for one ticket...

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  • Alberto Gugel

    Going back and re-formulating the original question, how do I get through the APIs at least the following fields?

    • Ticket ID
    • SLA Update Date/Time
    • Policy name
    • Metric name
    • Metric status (Active/Completed)
    • Target status (Achieved/Breached/-)

    Of course I will need additional fields, but they are useless without the listed ones.

    Thanks

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  • Greg Katechis
    Zendesk Developer Advocacy

    Hi Alberto!

    I see that you have a few questions around the community and in tickets regarding reporting data, so I just want to set some expectations around this. The data in our Explore datasets is not necessarily going to align with a 1:1 relationship between an API where you can pull all of this data together. To put something like this together outside of Explore, you will undoubtedly see some differences between the results of our APIs and thus may not be something that can easily be replicated. 

    With respect to the fields that you're looking for, the closest API that will return that information will be from the Ticket Metrics API and you can see the reference for that API here. That doesn't mean that it will have everything that you need, it's just the closest option. There won't necessarily be an event that you can use to effectively do a JOIN across to another API, because that isn't the intended functionality of our APIs. 

    I wish that I had a better answer for you that would easily allow you to tie all of these components together. We don't have much experience with Explore on our team, so I can't make any recommendations there, but our support team has quite a few people that specialize in that area who may be able to help you narrow in on a solution with that product.

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