Getting ticket ID from conversations API for ongoing chat

Answered

Posted Jan 17, 2022

When a chat comes through the conversations API I would like to update the corresponding ticket with some information while the conversation is going on.

To do this, I would like to extract the Ticket ID via an API so I can use the tickets API to update it.

I know that I can get the chat id with the `raw_id` field in the VisitorChannel object and I can then use that ID to query the /api/v2/chats/<chat_id> endpoint to get `zendesk_ticket_id`. However, it seems that this API only works once the chat has actually ended.

Is there any way to either get the ticket ID directly from the conversations API or another chat API that I can use to fetch data for ongoing chats? I can see the ticket ID in the GUI as an agent, so surely the data is available.

5 comments

Date

Official

Sarah Darmawan

Zendesk Product Manager

Jan 20, 2022

Hi Soren,

Thanks for your suggestion. Our Conversations API is in maintenance mode and we don't have any plans to add new features to it. This issue could eventually be tackled in the SunCo Switchboard API - we keep a lookout to similar requests on the forum when we are building our product roadmap.

Best,

Sarah D.

Diego Martin

Jun 23, 2022

What's the recommended way to get the ticketId from a current conversation then?

Dane

Zendesk Engineering

Jul 06, 2022

Hi Diego,

From what our Product Manager have mentioned this functionality is not yet available. As more users engage on this feedback/request it can also contribute to driving the demand for it to be added sooner on our roadmap.