I created a Row in a Query (report) using Explore for "Ticket type". However, the data in this field is showing up differently from what shows inside the ticket.
Here is what my report looks like. Note that "Ticket type" is showing as "Incident"
But in that same ticket the "Ticket Type" is showing "Change".
How can I get the report to match the true ticket type that is showing inside the ticket?
Thanks for your help!
Hi @stephanie29, can you please confirm that this "Change" value for Ticket Type was added by the Change Manager app?
Additionally:
Thanks in advance for clarifying!
Hi Pedro,
It is set up under the Admin "Objects and Rules" section. (not the Change Manager App)
It happens for all tickets whose "Ticket type" is "Change".
I have monitored this over days/weeks/months so I do not believe this is a synchronization issue.
Let me know if you need more information.
Thank you!
Hi @stephanie29, apologies for the late reply. As we know, in Support there is a native/system field named "Type". When we're editing it, Zendesk confirms that it's a system field:
When we go to Zendesk Explore, this system field "Type" is renamed as "Ticket type" by default.
What I think could be happening: someone created a custom field named "Ticket type" in your Support account, which means you now have two "Ticket type" fields in Explore (one is the system's, the other one is a custom field).
Can you please confirm?
Hi @zendesk13
Correct, "Ticket type" is set up as a custom field.
I think you helped me find the solution. When I add a new row to my report, I have to select the "Ticket Type" that appears under "Ticket custom fields". I've added a screenshot in case it helps someone in the future with the same problem.
Appreciate your help Pedro!
You're welcome, thanks for confirming 😀
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