Question
I'm not able to use Chat APIs for messaging. What can I use for messaging tickets?
Answer
Chat API endpoints, such as the Real Time Chat API, don't apply to messaging. Messages in active conversations are not available through API. That said, you can get persistent messages from messaging channels in tickets using the Ticket Audits API as ticket audits, rather than messages.
If omnichannel routing is enabled, use the Omnichannel API, which relates to agent details rather than conversations.
If you need to report on live messaging, use the Messaging metrics events to receive real-time data through webhooks. This replaces the Streaming API for customers who migrated from live chat to messaging.
For more information, see this article: Messaging vs. live chat: Which is right for you?
4 comments
Luis German Lopez Fragoso
Hello, so If I want to get Historical messaging volume, which API should I need to use ?
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Francis Casino
I'm afraid that we do not have a specific API endpoint for retrieving historical messaging volume directly. However, as a workaround, you can use the "Ticket Events" API, which can be used to retrieve information about events that have occurred on tickets, including messaging-related events.
To get historical messaging volume, you would need to:
Here's a basic outline of the steps you might take:
Example endpoint:
bashCopy code GET /api/v2/tickets/{ticket_id}/events.json
Here's the link to Zendesk API documentation: Zendesk API Documentation
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Luis German Lopez Fragoso
Thank you Francis, my customer wants to have omnichannel enabled with Agent Workspaces enabled. Channels are email, messaging and talk, is it correct to use the "Ticket Events API" for retrieving this data for all channels ?
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Francis Casino
I have created a ticket (12431382) so we can check this further for you.
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