How to extract end_user comments on a ticket distinct from agent comments
Not sure if this is the right place to post, but we are looking to extract ticket descriptions and end_user comments from tickets, and also agent responses.
Does anyone know how we would modify the following excerpt from our python script, which uses Zenpy?
def extract_prompts_from_ticket(ticket):
"""
Extracts prompt from a Zenpy Ticket object
"""
comments = []
if hasattr(ticket, 'comments'):
comments = [comment.body for comment in ticket.comments]
ticket_text = ticket.description + "\n" + "\n".join(comments) + " "
return ticket_text
def extract_completions_from_ticket(ticket):
"""
Extracts completion from a Zenpy Ticket object
"""
comments = [comment.body for comment in ticket.comments]
return comments
Keep getting the error than "ticket" has no comments attribute. Not sure what the right call is, nor how to isolate the agent comments fom end_user comments. Apologies for the n00bish question
The query we are using is below:
# Define search parameters
search_start_time = datetime.datetime(2023, 2, 19, 0, 0, 0)
# Define query
query = zenpy_client.tickets.incremental(start_time=datetime.datetime.timestamp(search_start_time))
and we are importing the following libraries:
import datetime
import json
import os
import time
from zenpy import Zenpy
import openai
from openai import api_key, Model, Completion
Any help fro someone who can point to where I'm goinf wrong would be much appreciated!
Any help fro someone who can point to where I'm goinf wrong would be much appreciated!
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Hi there! Since Zenpy is a third-party library, we don't have a lot of insight into it. I was taking a look at the documentation and didn't see anything super helpful, but figured I'd link it here just in case. Hopefully someone in the community has some experience with Zenpy and can help out!
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Hi Reservations,
This Zenpy snippet prints ticket comments from end users:
ticket_id = 123
comments = zenpy_client.tickets.comments(ticket=ticket_id)
for comment in comments:
author = zenpy_client.users(id=comment.author_id)
if author.role == "end-user":
print(comment.to_json())You can probably optimise it by using incremental ticket export where I believe both comments and users can be sideloaded, hence, saving on the api calls, but at least this should get you started.
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