Good morning,
I’m trying to run four XM Discovery jobs to better understand how Qualtrics ingests Zendesk tickets and whether volume differs based on the following scenarios:
- Chat tickets ingested as conversations (closed tickets vs. any status)
- All tickets ingested as documents (closed tickets vs. any status)
An initial job ran successfully and ingested tickets as expected.(conversations vs closed tickets)
To test the scenarios above, I created four separate projects (one per scenario). While all jobs completed successfully, they did not return any results. It appears that Discovery may be treating Zendesk tickets as globally unique records (by Ticket ID) rather than on a per‑project basis. Also, I tried changing the Universal ID name in every Job/Project, but didn't work either.
I’d appreciate any guidance on the best way to approach this analysis.
Thank you in advance.
Mauricio
