Incremental API -- pulling based on criteria
AnsweredI'm working on a program that wakes up periodically and checks if our ZenDesk tickets have any changes (new tickets, or updates). It seems like the Incremental Tickets is the way to go here.
However, I need to only pull tickets assigned to users in a certain group. Is this possible to do with Incremental Tickets API? I don't see a way to. The Search API can do that and I was using that before I found out that it gives delayed results.
Is my only option to use the Incremental API to pull ALL changes and then throw away the ones except from the group I want? That's risky business for me.
Thanks!
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Hi Taj,
You are correct on that one - our documentation shows all of the things you can do with the Incremental Exports: https://developer.zendesk.com/rest_api/docs/core/incremental_export
As you can see, the only options available for the incremental ticket export is specifying the timestamp and any sideloads. This means that you'd need to get all ticket information and then filter by the group with your code.
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Actually, what I’m primarily concerned with now is getting real-time information on ticket changes. Currently, we are using the Search API and passing a sinceDate parameter. However with the Search API the search results are delayed – they only appear in the search results a few minutes after the change is actually made.
We also looked at the Incremental Exports API, but that doesn’t let you search for anything earlier than 5 minutes (throws an error if you try), so we are in the same boat with Incremental API as with the Search API. That is, we cannot get to the changes in real-time. So far it doesn’t seem like there is a way to get that real-time, but please let me know if you know of a way to do that. Thanks!!
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I think we thought of a solution using the Incremental API. If we have a date to pull ZD changes that are more recent than that date, we can add 5 minutes to such a date and then pass that to the api. Then in our program we can filter the results in memory based on the original date
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