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Ticket last public reply time

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Jeremy Prestidge

Posted Feb 06, 2022

Hello, we currently export tickets using the incremental export api, but I'm wanting to find the latest public reply by an agent on a ticket. Essentially we're wanting to build some custom calculations for calculating SLAs, and can't find this value anywhere in the metrics or anywhere else in the API. Can anyone assist?

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    Tipene Hughes

    Zendesk Developer Advocacy

    Hey, Jeremy!
     
    It sounds like the Ticket Audits API is what you're looking for. This will return a history of all updates to tickets, including public replies. 
    I hope this helps! Feel free to reach out with any questions.
     
    Tipene

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