We have a filter in one of our Zendesk Reports we're trying to automate called submitter role: end-user
We used it to filter out our own internal tickets from actual customers.
Unfortunately now that we're trying to use the api to filter by that role, our internal tickets still counts as the role given to the user that made the internal tickets are also end-user.
So I wanted to know specifically how that filter actually works?
API: Ticket search export, submitter role filter doesn't match Zendesk Report submitter role filter
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The custom filters for Zendesk reports are not the same as API parameters. The filters only apply as a set of instructions for the analytics query engine in Explore that queries the dataset that is pulled with Explore.
It's basically the same as if you were to make a request to the Zendesk API and then create your own logic to extract the specified information. Explore is just doing all of that for you behind the scenes. 😊️
Hope this helps!