Question
I am using the ticket comments endpoint when viewing chat ticket comments. What chat events should I expect to see using the API?
Answer
When using the ticket comments endpoint to view chat comments, the initial comment will only show the ticket creation. This is because the chat event data is backfilled into the first private ticket comment after the chat ends. The chat transcript does not appear in the comments endpoint.
For example, when a ticket is created from a chat the Support UI will show the transcript as a private comment with details like the conversation ID and URL. See the image below.
When using the ticket comments endpoint, the first comment will include the ticket subject and URL link. It doesn't include the first lines of the conversation, when the chat started, who served the chat, and the conversation ID. See the example in the image below.
If you have public transcripts enabled, the entire transcript will be added in a second event after the conversation ends. This public transcript does count as a ticket comment.
To export full chat transcripts, see the article: Working with chat transcripts.
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