Question

I'm using theChanges - Previous valueorChanges - New valueattribute from theUpdates history datasetin an Explore formula. I inserted the ticket field values that I see in the UI, but my report doesn't return any results. Why not, and how do I find the correct values to use in the formula instead?

Answer

TheChanges - Previous valueandChanges - New valueattributes require that you use the API value of a field, not the value you see in the UI.

To find the API value of a field

1. Find the ID of the ticket fieldwhose values you want to report on.
2. Plug the ID into a URL返回一个JSON文件ticket field.
3. Review the JSON file to find the field valuesyou need to use with theChanges - Previous valueandChanges - New valueattributes.

For example, let’s say you have a ticket field calledType of Support, with possible values of初学者的支持,Intermediate Support, andAdvanced Support. You want to report on theAdvanced Supportvalue.

Find the ID of the ticket field

1. InAdmin Center, click theObjects and rulesicon () in the sidebar, then selectTickets>Fields.
2. In theField IDcolumn, find the ID number of the ticket field you want to report on, in this example,Type of Support. Make a note of this number, which you’ll need in the following step.

Plug the ID into a URL

1. In your web browser, visit the following URL, replacing with the name of your Zendesk subdomain and with the ID you noted previously.

subdomain.zendesk.com/api/v2/ticket_fields/

Review the JSON file to find the field values

In the example above, you would see something like the following:

• “id”: 360048826392,
• “name”: “Advanced Support”,
• “raw_name”: “Advanced”,
• “value”:“advanced_support”,
• “default”: false

The value to use in a formula with theChanges - Previous valueorChanges - New valueattribute is “advanced_support”.

If you were to useAdvanced Supportinstead, the formula would technically be valid, but it wouldn’t return any results.

For more information, see these articles:

• Metrics and attributes for Zendesk Support
• Writing Explore formulas