Using Changes - Previous/New Value Attribute
What is the process to use the Changes - Previous/New value attribute correctly?
To use the Changes - Previous/New value attribute correctly, you need to use the API value of the field, not the UI value.
Start by finding the ID of the ticket field you want to report on in the Admin Center under Tickets > Fields. Use this ID in a URL to access a JSON file that contains the API values. These values are what you should use in your Explore formula. For instance, if the UI value is 'Advanced Support', the API value might be 'advanced_support', which is what you should use.
For more information, see the originalZendesk help article.
More related questions
Why doesn't my report return results when using UI values in Explore formulas?
The reason your report doesn't return results is that the Changes - Previous value and Changes - New value attributes require the API value of a field, not the UI value. To find the correct API value, you need to locate the ID of the ticket field…
How can I find the API value for a ticket field in Zendesk?
To find the API value for a ticket field, you need to access the JSON file for that field using its ID. First, locate the ID of the ticket field by navigating to Admin Center, clicking the Objects and rules icon, and selecting Tickets > Fields….
Why is it important to use API values in Zendesk Explore formulas?
Using API values in Zendesk Explore formulas is crucial because UI values won't return results. The Changes - Previous value and Changes - New value attributes specifically require API values. These values are found in a JSON file accessed via the…
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