Dear Support,
I'm using API for data export.
Couple of days ago (after 22nd of September 2022y) I have experienced following issue that amount of the data returned to me from "tickets_metrics" area has increased significantly (at least 5 times). In the same moment "tickets" extract remained on the same level of records.
After detailed analysis it turned out that ticket_metrics contains old archive details dating from 2017y when other elements are from 2019 or later. I'm using standard link like example one to obtain the data via page by page read:
https://company.zendesk.com/api/v2/ticket_metrics.json?page=1
Is this a normal behaviour of API due to implemented Zendesk mechanisms recently or maybe it is a configuration issue? If yes, can it be set up as other areas we export to have only portion of consistent data (no need to have tickets metrics for tickets which are not exported at all.
Thanks for your response and support.
Access to tickets metrics via API - old archived data is being returned?
Hi Patryk! That's definitely not the expected behavior from our ticket metrics endpoint...that endpoint specifically excludes archived data. I just tested this in my account and I'm not seeing the same behavior. Would you mind clarifying if this issue was a one time response or are you continuing to see this behavior? If it is continuing, I'll open a private ticket so that we can investigate this further.
Hi Greg,
This issue is appearing since couple of days.
Previously ticket metrics were smaller and in line with tickets.
I would like to ask you to open private ticket to investigate it.
I will provide company details, screenshots presenting what I can see when trying to reach tickets and tickets metrics endpoint etc.
Thanks a lot for your help in advance.
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