Getting ticket ID from conversations API for ongoing chat

Answered

4 Comments

  • Official comment
    Tipene Hughes
    Zendesk Developer Advocacy
    Hi Søren,
     
    Thanks for reaching out!
     
    The ticket ID is not available to the Chat Conversions API, however, there are a few different methods you could use to pull the ticket ID - for example, using the Search API with timestamps to pull the most recent ticket via chat, or the Incremental Exports API. If these aren’t suitable for your use-case, let me know and we can take a look in a bit more detail.
     
    I hope this helps! Feel free to reach out with any questions.
     
    Tipene
  • Søren Dahlgaard

    Hi Tipene,

    Thanks for the reply. I think the solutions you suggest would run into a lot of trouble with the volume we are seeing, so if there is a way that you could expose the ID to us either via the /api/v2/chats/<chat_id> endpoint or as a field in the VisitorChannel like you included the raw_id at some point (https://zendesk.github.io/conversations-api/visitorchannel.doc.html#L31) it would be amazing.

    1
  • Tipene Hughes
    Zendesk Developer Advocacy

    Hi Søren Dahlgaard,

    I'll pass this feedback on to the team that take care of this product - I can definitely see the advantage of having this data immediately available via API. I'd also encourage you to create a post in the product feedback section of community for further visibility and input from other community members.

    Thanks!

    Tipene

    1
  • Søren Dahlgaard

    Tipene Hughes: Thanks for following up. I've added a post on the feedback forum here https://support.zendesk.com/hc/en-us/community/posts/4417217789082-Getting-ticket-ID-from-conversations-API-for-ongoing-chat

    Looking forward to a potential solution.

    Best,
    Søren

    1

Please sign in to leave a comment.

Powered by Zendesk