Impact of Recovered Tickets on Zendesk Timestamps
Learn how recovered tickets from the suspended view affect timestamps in Zendesk, causing differences between conversation and event views.
How do recovered tickets affect timestamps in Zendesk?
Recovered tickets can cause discrepancies in timestamps between the conversations and events views. When a ticket is recovered from the suspended view, the conversation timestamp will show an older date than the event timestamp.
This happens because the conversation timestamp indicates when the email was initially received by the Support account, while the event timestamp shows when the ticket was actually created. This difference is often due to settings like 'Ask users to register', which can suspend tickets until users verify their accounts.
More related questions
Why do ticket timestamps differ between the conversations and events views in Zendesk?
Ticket timestamps can differ between the conversations and events views due to their distinct purposes. The conversations view shows when a comment was submitted, while the events view shows when the comment was posted to the ticket. This…
What causes timestamp differences in inbound shared tickets in Zendesk?
Inbound shared tickets can lead to timestamp differences between the conversations and events views due to the ticket sharing process. When a ticket is shared between Zendesk accounts, the receiving account may show different timestamps. The…
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