Forums/Product news and updates/API updates

API Spring Cleanup: Changes, Upgrades and Throttling

Morten Primdahl
posted this on February 04, 2010 12:19

Hi API users.

We're going to undertake some spring cleaning in our API.

Removal of unused attributes

The below attributes will be removed from the API in no less than two weeks. These attributes are about as old as Zendesk, and serve no purpose in an API.


Increase in number of returned records

We will be experimenting with increasing the number of records returned by the API, such that we return e.g. 100 records rather than 15.

API throttle

We will be experimenting with an API throttle to ensure quality of service. We have not yet settled on a good threshold, but expect to hear more about this. If you wish to prepare for a such throttle, read our notice about it here:

Bug fixes

User <last-login> datetime fields were incorrectly formatted. The last-login field will be formatted as an ISO 8601 combined datetime, for example: 2010-02-08T17:40:18-03:00.



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Sebastian Büttner

Hi Morten,

thanks for the information. Could you please give me a hint how i can figure out the ticket collaborators after you swept away Ticket#current-collaboraters?

My API client is using this field right now and I do not find a suitable replacement to figure out cc'ed people.



February 26, 2010 02:44
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Morten Primdahl

Hi Sebastian,

Good call. We will keep that attribute for now and later on replace it with actual resources instead of this "short cut". Stay tuned on this channel.



February 26, 2010 14:26
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Interfolio Tech Team

Is there a similar field to requester-name-for-display that includes the requester's email address? We used requester-name-for-display to match ZenDesk tickets with our user database.

March 08, 2010 07:51
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Fabrizio Ferrari

The following placeholder doesn't seem to work anymore:


any idea?

March 15, 2010 14:23
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I second Mr. Buttner's request ...

Our customers are teachers, who occasionally have their accounts (and therefore, their means of communicating with us) hijacked by mischievous students.  We currently capture the email address of the request, but also would like to add as a 'cc:' the email address associated with the customer's account (if different) -- so a teacher is cc'd when someone submits an abusive request under the teacher's account.

Or when a school's System Admin submits a request under the teacher's acct ... a legitimate circumstance.

March 23, 2010 11:04
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Bump, seconding Paul: being able to add a Cc via the API would be extremely useful as it cannot be done in batch or with a macro.

November 04, 2010 19:17
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Alex Phelps

We're in need of being able to add a CC via the API as well. Seems logical...


April 06, 2011 03:19
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Bryan Siders

The URL currently has a dash in it instead of an underscore. Just FYI for anyone who tries the link.

April 27, 2011 07:31
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Still no mention of any plans to include support for the CC field in tickets via the API? The "Current Collaborators" key isn't helpful at all as it's just a name based list... if it was email based or id based, this would at least allow us to be sure which exact user it is.

I started a feature request for this ( but nobody's responded. There's clearly a need for this. Anybody have any response or workarounds?

June 09, 2011 10:52
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Morten Primdahl

Hi KP,

You're right, we need to support that. The good news is that we're doing a lot of "under the hood" work on our API these days and that we will make collaborators fully available in scope of a ticket.


June 09, 2011 10:58
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Well, that's good to hear, but the obvious next question is do you have a rough eta for when it might make an official appearance?

June 09, 2011 11:01
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Morten Primdahl

KP, I'll be able to push an initial collaborations API early next week.

June 10, 2011 15:52
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That made a bunch of us smile here in the office. Looking forward to it! 

June 10, 2011 16:02
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Morten Primdahl

KP try /tickets/:ticket_id/collaborations.json - this will list the collaborations. The reason we show collaborations instead of collaborators is that we also support unlinking (send a DELETE to the given collaboration id). Please let me know if this covers your need or if there's anything you'd like to see added.


June 13, 2011 17:51
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Thanks Morten. This will help us for sure. 

I understand the way you've exposed it, you need to support the modification of collaborations which is definitely good. As a convenience, it would be nice to have them listed in the ticket though. That way we would be able to do a single request for a ticket and see the unique users who are listed as cc's without doing an additional request to get the collaborations as well (which we'll have to do every time). Having a separate interface to modify the collaborations still makes sense though.

Thanks for rolling this out. We can definitely work with what you've given us!


June 14, 2011 17:38
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Morten Primdahl

KP, we now have /tickets/:ticket_id/collaborators.[json|xml] also in case you want the full user details on collaborators in one go. I am not going to make these APIs public quite yet, but they will be present in our next major API revision.

June 16, 2011 15:56
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Nick Luo

Hi, I was just wondering, is it possible to use the Rest API to add collaborators to a ticket before creating it?  If so how is this done?


February 09, 2012 22:08
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Jorge Lopez

Hi, we are trying to modify the collaborations (making post/put) with the Rest API. But the server response is "method not allowed". Is it possible to do it?



March 30, 2012 05:07
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Hi, I'd like to know the specifics of adding a cc email address to a ticket also. Could you provide an example url, method, and body? Thx

April 03, 2012 16:23
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Morten Primdahl

You can set collaborators like this:

  "ticket": {
    "set_collaborators": [ 123, "" ]

So we accept an array of existing user id's or email addresses. If no user is found by that email address, we create him on the fly.

Having said this, our new API is very very close and we have a ton of documentation for all this. Hope to see you guys jump in with input and suggestions, as soon as we make the docs available. Stay tuned on our announcements forum.

April 03, 2012 16:28