In comments, how can I identify, which is normal comments and which is chat comments.
We can get the comments by doing a api:
GET /api/v2/tickets/{ticket_id}/comments
After doing this API call, based on the response, I would like to bifurcate the normal comments and chat comments. [As when the ticket is created through the chat, all chat communication added as comment ].
Based on the respone, at my end, can I get the identify the chat comments based on 'via' paramterm, where the Channel is : Chat.
Can I rely on this parameter for bifurcation in our implementation ?
Needed an ans based on higher priority, implementation is blocked our end, we are doing Zendesk to another tool integration, I want to sync only comments not chats to target suystem.
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Hi A A,
That would be correct! I would also recommend confirming the comment's channel using the Ticket Comment's API. It would be the most seamless/accurate verification process.
If needed, here's a better breakdown of that via object and the corresponding fields/possible values.
Hope this helps!
Best,
Erica
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