Question
How do I set an external ID of a Zendesk Support ticket?
Answer
A Support ticket's external_id attribute is a string that can be used as a reference to third-party system records. To set an external ticket ID, leverage our Support API using the Update Ticket endpoint and include the external_id value in the body of the request:
PUT /api/v2/tickets/{id}.json
The body of the PUT request would look like:
{
"ticket" : {
"external_id": "ABC123"
}
}
Replace {id} with the ID of the ticket to update. Replace ABC123 with the string of the external ID you wish to set for that ticket.
For more information on how to see the update live on your ticket, see this article: Viewing all events of a ticket.
8 comments
Ricardo Santos
Hi, I can't figure out how to view this external id on the ticket. It's been added successfully, I can see that in the API response.
I've read the linked https://support.zendesk.com/hc/en-us/articles/4408829602970-Viewing-all-events-of-a-ticket article but it doesn't mention how to view the external id.
Is it available to Zendesk Support plans?
0
Dane
External IDs can only be found on the list of ticket events on the actual ticket. You just have to go to your ticket events and search for External ID. Please take note that this does not appear directly as a ticket field as its main purpose is to serve as an identifier for third party integrations, migrations, or data export.
Hope this helps!
0
Ricardo Santos
Thanks, I still can't see it though. I assume by 'search' you mean with your eyes.
I am using the API to create the ticket. I can see in the response body that `external_id` has been set. But I can't see the value in the Events view on the ticket.
Is it available to Zendesk Support plans?
0
Dane
Due to the behavior you are currently experiencing, I'll create a ticket for you. Please wait for the email notification and let's continue our conversation there.
0
Dieter Van den Broeke
Hi,
I also try to add a external ID to a ticket by the API, however the external ID does not appear in the events view. Can you share the solution with me?
Kind regard,
Dieter
0
Aubree
Hello Dieter,
I'm going to reach out to you directly in a ticket so we can take a closer look and see what might be going wrong here. We'll be in touch very shortly via email!
0
Chris Fassano
Does Zendesk require the external_id to be unique among all other external_id's in Zendesk?
0
Dane
External_ID should be unique for each resource ie. users, tickets etc.
0