Hi
These are bugs I see on the ticket import api, ref:
https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_import/#ticket-import
- Signature is applied to all comments where agent is comment author
- This seems strange as comments usually have a signature from before, which results in double signature
- SLA metrics are generated for imported tickets
- 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
}
}
Thanks for getting in touch!
Can you let me know if you're using the
archive_immediatelyparameter and are still observing these behaviors? Or are the tickets being imported in a different status?Thanks,
Tipene