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Ticket Comments API: Announcing new Ticket Redaction endpoints



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Jordan Lester

Zendesk Product Manager

Edited Jul 07, 2022


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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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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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Has there been any update on this in the last 2 years:

Note: As of March 23, 2022, ticket redaction in the Agent Workspace was suspended on native messaging and social messaging tickets. Zendesk is working to relaunch this support in a future update.

Running into this issue now and need to be able to redact contents of a ticket in the agent workspace, where the ticket was raised via native messaging in-app.

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Hi! Can you clarify “Redaction of comments in closed tickets” for me? Based on the previous bullet point “Permanently removes words, strings, or attachments from a ticket comment, ” it sounds like we can use this endpoint to delete attachments from comments in closed tickets. However, I've seen other articles/discussions in the help center that indicate attachments can only be deleted from Solved tickets before they permanently close.

Can you confirm if this endpoint allows for attachment deletion of long-closed tickets? 

Thanks!

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Christine Diego

Zendesk Customer Care

Hi Kristina,
 
After conducting additional tests, we found that the ticket redaction endpoint for attachments is currently not functional for closed tickets. But, you can still utilize the native redaction feature in the agent workspace to redact attachments on your closed tickets.

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