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Getting conversation data with "Null" values..
Posted Sep 30, 2023
Hello..
We are just going to launch our app in the Marketplace..
Before launching, we are testing the app functionalities by uploading the app build as a private app in a trial account..
During testing, we came across some difficulties..
We are using "client.on('ticket.conversation.changed')" property to get the latest conversations.. But unfortunately I'm getting empty conversations as like below.. All the conversation informations I'm getting as "null"..
Can you please give any suggestion for this?
Thanks..
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8 comments
Jahangeer Ansari
facing same issue
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Tipene Hughes
Hi Abdul, Jahangeer,
I'm having difficulty reproducing the issue you're describing here. Would you mind sharing a bit more context around the issue? Specifically, are the conversation events that are returned as null being generated via Zendesk bot and/or autoreplies, or are they messages that are sent directly by agents?
Look forward to hearing from you!
Tipene
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Abdul Hameed P
Hii Tipene Hughes
No, It is not from Zendesk bots..
We are using "ticket.conversation.changed" to capture the changes in the ticket chat conversation, and from that we are finding the latest message.
So, We just upload the app build as a private one in the Trial account. And when testing, it is returning the conversation data's as "null", even though the chat conversations are there..
So, Its because of Trial account? But, previously I developed the app with Trial account only, at that time it works fine..
Is there any changes happened?
Thanks..
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Tipene Hughes
In order to investigate your issue further, I'll need to take a look inside your account. Right now the Account Assumption feature is disabled, but if you change the account assumption setting to “Enabled” you can grant me temporary access to troubleshoot the issue within your account. Please note that when you change the setting of this feature, all administrators listed on your account will receive a notification email.
If you’d like to enable this, please follow these instructions to access your settings. It would be helpful if you were able to set access to at least “one week” in the event that this ticket needs more time to be assisted. Once enabled, please respond to this post and I'll be happy to help the best I can.
If you have questions, please don’t hesitate to let me know.
Thanks,
Tipene
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Abdul Hameed P
Hello Tipene Hughes
Good day..
I'm currently created a Trial account to upload our app build as a private one.. But, in that account, there is no option tab "Account Assumption"
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Tipene Hughes
Thanks!
Tipene
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Support
How was this issue resolved? I am facing the same issue in a new demo account.
Chat transcript data is visible in the UI but the ticket.conversation array returns an entry array of the correct size, but each property within each entry is null. Outgoing agent messages are the only messages that do not appear null.
Is this happening because the account is still in the trial period or is there something I can do to fix this? Thanks.
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Dev Loper
How this issue is resolved? I am facing the same issue in a new demo account.
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