How do I set an external ID of a Zendesk Support ticket?

Return to top

6 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
    Zendesk Engineering
    @Ricardo 
     
    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
    Zendesk Engineering
    @Ricardo,
     
    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
    Zendesk Customer Care

    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

Please sign in to leave a comment.

Powered by Zendesk