Julia Schlichting

We are using custom fields and views to structure our data. Since the first set up we applied some changes to the respective fields. Some fields are just renamed, others are deleted and new once are added. 

What is happening with historical data (e.g. closed tickets created one year ago) in terms of these fields? Are tickets reassigned? 

 

I am trying to extract all created tickets from history with additional breakdowns in Zendesk Explore. Unfortunately the limit is reached and I am not able to do it. 

Is there any solution to this problem?

 

I actually compared the reopened tickets for 3 different dates: Ticket solved - Date, Ticket updated - Date and Update - Date. The results are all completely different. Because we missed many tickets with the first 2 dates (= ticket dataset), we already decided to go for the Update - Date of the ticket updates dataset. I checked again some tickets and it seems to work.

Do you have a documentation about dates and its corresponding metrics or similar one as for metrics & attributes? This would be great!

Thanks a lot for your support.

I have to report the number of reopened tickets on a daily basis but I cannot find an appropriate timestamp to do it. There are timestamps as ticket solved - date, ticket updated - date or even update date (= ticket & ticket updates datasets) but non of them will ever show me the correct number of reopened tickets per day. 

Can you please help me to query the number of reopened per day?