Ticket Comments API: Announcing new Ticket Redaction endpoints

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4 Comments

  • Santiago Gandolfo
    Community Moderator

    Hi, I have a question about the Ticket Comments API that is related to the Show Comment endpoint.

    We've been testing it in both our test and production environment, but in both cases, we are seeing that the comments that are sent from the Zendesk Messenger Web Widget don't show up in the response untill many minutes later. Is that limitation intentional?

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  • Erica Girges
    Zendesk Developer Advocacy
    Hi Santiago,
     
    Thanks for posting your question to the Community! I know that while in a live session, via the Web Widget, ticket comments won't be available at the List Comments endpoint until after the session has ended. 
     
    Are you seeing this delay after the session has ended?
     
    Best,
     
    Erica - Dev Support
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  • Santiago Gandolfo
    Community Moderator

    Hi Erica,

    We are making the requests while the session is active, but the comments to eventually show up, after arround 10 minutes while the session is still live. Is there any documentation that talks about this? Because we need to know how exactly it works in order to know if our intended use could work. Waiting 10 minutes and not having a precise idea why the API isn't returning live information is a great limitation to us.

    Thanks!

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  • Erica Girges
    Zendesk Developer Advocacy
    Hi Santiago,
     
    Apologies for the delay, a few questions actually came up. I just went ahead and created a ticket for you so we can better understand your use case and needs. Ticket correspondence should have been sent to your email.
     
    Hope to hear back from you soon!
     
    Best, 
     
    Erica - Dev Support
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