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Inconsistent data API /tickets: first_responded_at field has a date before created_at

  • September 3, 2025
  • 2 replies
  • 66 views
raquelnsouza
Apprentice

I’m making requests to bring ticket data and I’ve included the stats. However, I noticed that in some requests the first_responded_at field has a date before created_at

Example:

 "created_at": "2025-08-04T21:17:28Z",

        "updated_at": "2025-08-29T14:40:53Z",

        "associated_tickets_count": null,

        "tags": [

            "PROD02221-594"

        ],

        "stats": {

            "agent_responded_at": "2025-08-06T20:43:38Z",

            "requester_responded_at": "2025-08-06T19:47:42Z",

            "first_responded_at": "2024-12-02T21:53:47Z",

            "status_updated_at": "2025-08-11T15:30:51Z",

            "reopened_at": null,

            "resolved_at": null,

            "closed_at": null,

            "pending_since": null

 

What could be causing this?

Best answer by mrsimon007

This usually happens when older activity or a previous thread is tied to the ticket’s history. The system may be pulling a response timestamp from an earlier interaction, merge, or data migration. That’s why first_responded_at can show a date earlier than created_at. It’s a data-history issue, not a real response mismatch.

2 replies

mrsimon007
Forum|alt.badge.img+1
  • mrsimon007
  • Answer
  • December 12, 2025

This usually happens when older activity or a previous thread is tied to the ticket’s history. The system may be pulling a response timestamp from an earlier interaction, merge, or data migration. That’s why first_responded_at can show a date earlier than created_at. It’s a data-history issue, not a real response mismatch.

g58211702
Community Debut
  • g58211702
  • Community Debut
  • February 23, 2026

Data import or migration – If the ticket was imported from another system, the timestamp may reflect the original response date rather than the new created_at. Manual edits or API updates – Someone may have manually changed first_responded_at, or an automated system incorrectly set it. Timezone or formatting issues – If the system stored the timestamp in a different timezone or format, it might appear earlier than created_at. System bug – Some support platforms occasionally record first_responded_at incorrectly due to a bug in ticket logging.

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