Grabbing parent ticket requester from within a side conversation

4 Comments

  • Arianne Batiles
    Zendesk Customer Care

    Hi Alexander, 

    I just got a confirmation form our Developer Support team that zafClient.request is still the best way to do this where you will sideload the Users endpoint to get the user field info and/or externalID. 

    1
  • Arianne Batiles
    Zendesk Customer Care

    Hi Alexander Hughes

    Is it possible to provide us with more information on your use case? One possible way is to create a macro with a side conversation via email as an action and add the placeholder {{ticket.requester.custom_fields.my_custom_field}} to reflect the custom user field. 

    0
  • Alexander Hughes

    Our custom app right now uses the zafClient to get a custom field which is an ID we use for customer records. We are using multi brand, so each zendesk account has 3 customer IDs which are custom fields. 

    From the ticket, I can do zafClient.get(ticket.requester.customField:customerId) but this won’t work from a side conversation because the requester becomes an agent, not the end user that we care about. 

    We use these custom ID fields to query our company APIs to grab data that we display about the customer and their purchases. 

    The workaround that I see is to grab the parent ticket ID from the externalId on the side conversation ticket, and then get the requester from that. I would use zafClient.request to do this. I’m wondering if there’s a better pattern for this kind of use case. 

    Thanks!

    0
  • Alexander Hughes

    Thanks for the confirmation!

    0

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