Why UI Values Fail in Explore Formulas
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 you want to report on, then use that ID in a URL to access a JSON file. This file contains the API values you need to use in your Explore formula. For example, if you have a ticket field called 'Type of Support' with a value 'Advanced Support', the API value might be 'advanced_support'. Using the UI value 'Advanced Support' in your formula won't work, as it needs the API value instead.
For more details, check out the originalZendesk help article.
More related questions
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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…
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