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Unintended modifications on imported tickets



Posted Apr 03, 2024

Hi
These are bugs I see on the ticket import api, ref:
https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_import/#ticket-import

 

  1. Signature is applied to all comments where agent is comment author
    1. This seems strange as comments usually have a signature from before, which results in double signature
  2. SLA metrics are generated for imported tickets
    1. See below JSON extract for an imported ticket (4 years old) that has its full resolution time set to today?

{

  "solved_at": "2020-05-28T08:23:26Z",

  "latest_comment_added_at": "2024-04-03T11:12:37Z",

  "reply_time_in_minutes": {

    "calendar": null,

    "business": null

  },

  "first_resolution_time_in_minutes": {

    "calendar": 635861,

    "business": 393941

  },

  "full_resolution_time_in_minutes": {

    "calendar": 635861,

    "business": 393941

  },

  "agent_wait_time_in_minutes": {

    "calendar": 0,

    "business": 0

  },

  "requester_wait_time_in_minutes": {

    "calendar": 0,

    "business": 0

  },

  "on_hold_time_in_minutes": {

    "calendar": 0,

    "business": 0

  }

}

 

 


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5 comments

image avatar

Tipene Hughes

Zendesk Developer Advocacy

Hi Lars,
 
Thanks for getting in touch!
 
Can you let me know if you're using the archive_immediately parameter and are still observing these behaviors? Or are the tickets being imported in a different status?
 
Thanks,
 
Tipene

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When using the Ticket Bulk Import endpoint, I am also seeing all public comments from agents automatically apply the default Agent Interface signature.  This is not expected and is not wanted.  

 

Ticket status is primarily ‘closed’ but all statuses are present for one or more tickets.  I am not setting archive_immediately, nor do I want to do so. 

 

Is there a way to inhibit this behavior other than deleting the active Agent Interface signature setting?

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image avatar

Tipene Hughes

Zendesk Developer Advocacy

Hi James,
 
Sorry for delay in someone getting back to your here!
 
Would you be able to run a test import where you see this behaviour on your end so I can take a look at the logs for the request?
 
Thanks,
 
Tipene

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Hi Tipene - I would be glad to do so.  This is still happening and I can run a test import at any time.  Thanks!

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Tipene, apologies for the long delay in replying.  Please let me know we should connect to run a test import to demonstrate the behavior.  I have verified that it is still happening.  Thanks,

James

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