Finding conversations by client using the API in Zendesk QA

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Quality Assurance (QA) or Workforce Engagement Management (WEM)

This article describes how to find conversations by a specific client using the API in Zendesk QA. This can help you quickly locate and review interactions with a particular customer.

This article contains the following sections:

• Setting up an API connection
• Finding conversations by client

Setting up an API connection

Before you can find conversations by a specific client, you need to set up an API connection in your Zendesk QA account. Follow the steps in the API connection setup guide to obtain your API token and account ID.

Finding conversations by client

To find conversations by a specific client, you need to make a POST request to the API endpoint with the client's email address.

To find conversations by client

1. Ensure you have your API token and account ID from the API connection setup.
2. Make a POST request to /qa/api/export/conversations/search with the following details:
   • Set the token as a Bearer token in the Authorization header.

   • Include the client's email in the request body as:

     { "endUserEmail": "[e-mail]" }

3. An example request using curl:

   curl 'https://yoursubdomain.zendesk.com/qa/api/export/conversations/search' \
   -X POST \
   -H 'accept: application/json' \
   -H 'Authorization: Bearer <api_token>' \
   -d '{ "endUserEmail": "[e-mail]" }'

4. Review the response structure:

   {
     "conversations": [
       {
         "id": "string",
         "externalLink": "string"
       },
       {
         "id": "string",
         "externalLink": "string"
       }
     ]
   }

   The externalLink field provides a link to the original help desk conversation.

For more details on available query parameters, including filtering by scorecard tags and comment hashtags, refer to our public API's specification page.