Zendesk tickets - Conversation/documents and closed tickets/any tickets status

Hello, Mau!

The behavior you’re seeing with those four XM Discover jobs is likely due to how the system handles Zendesk ticket ingestion. XM Discover treats tickets as globally unique records based on the Ticket ID, which means once a ticket is pulled in, it isn't duplicated or re-ingested across other projects. Even if you change the Universal ID name across different jobs, that global deduplication still kicks in, which explains why your subsequent runs are coming up empty despite showing as successful.

If you're trying to analyze chat tickets as conversations versus standard documents, or filtering by "closed" versus "any" status, keep in mind that if those tickets share the same ID, they only get one shot at ingestion. Using the "Process Chat Tickets as conversations" setting in the Zendesk Inbound Connector will roll the whole transcript into a single verbatim record, but the system's deduplication logic remains the same.

To keep things clean and avoid confusion, it's usually better to run a single project and use filters to compare your different scenarios rather than running multiple jobs for the same IDs. If your tickets still aren't showing up as expected or the mapping feels off, it might be worth having a specialist take a closer look at your specific job configurations. You can get in touch with the team for a deeper dive by visiting the Customer Success Hub here: https://support-portal.qualtrics.com/ 📊

For a bit more technical context on how these fields map out, you might find this guide helpful: https://www.qualtrics.com/support/xm-discover/connectors/integrations-connectors/zendesk-inbound-connector/