Ticket export - chat transcript
Posted Nov 18, 2022
What is the way to retrieve chat transcript per ticket through the Zendesk API?
The response to https://<company>.zendesk.com/api/v2/tickets/{id} does not return any reference to chat transcript unfortunately. Additionally I cannot see an API that would return chat transcript per ticket id.
While looking at network tab in the browser I observed that following API is queried:
api/lotus/tickets/{ticketId}/conversations.json?include=users&sort_order=desc
however I am not too sure if api/lotus is an API that should be used.
Many thanks for clarification/recommendation in advance.
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6 comments
Maciej Zapior
Yes, it was present in events (type: ChatStartedEvent) then ['value']['history'] (type: ChatMessage)
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Fatima Pereda Sosa 7948
Hello Maciej Zapior how did you manage to parse the response that the Audit API returns? I am also trying to extract the communication between help desk and customer.
Thanks in advance!
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Maciej Zapior
Hi Tipene,
looks like that's not a case as ticket is closed but comments API still does not return it. Anyway I was able to retrieve it via Audit API so all good.
Thank you for your help and advice.
Maciej
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Tipene Hughes
The transcript should be accessible via the Ticket Comments API once the user has left the conversation. This will appear as a new comment event with the channel
chat_transcript.0
Maciej Zapior
Hey Tipene Hughes,
maybe it's a bug then cause comments API for the case when channel is: native_messaging returns only 1 comment with ticket name - the conversation/chat transcript is not present there.
The Audit API seems to return all events where I can parse some of them from events->history but looks like the response is not easy to handle. Is that the only option available?
Our target is to extract whole communication between customer and helpdesk / customer service.
Thank you advance for your help,
Maciej
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Tipene Hughes
Hey Maciej Zapior,
The Ticket Comments API should provide the information you're looking for. You can also use the Ticket Audits endpoint if you're looking for each individual chat message.
I hope this helps!
Tipene
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