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Not getting user details in real time , when the user is getting created through create ticket api
Posted May 20, 2024
Hi team,
Issue -
we are using the below end points to get user( ticket requester details), it is sometimes returning empty user array. ( we are creating users through create ticket api)
/users/search.json?query=email:${email}
/users/search.json?query=external_id:${externalId}
Use case -
create ticket using end point - /tickets
pass requester details like email and external id as well, expected behaviour is ticket gets created as well as user(requester) gets created if it does not exist in zendesk.
After successfully creating ticket our system expects the user(requester) to be present in zendesk system so calling user search api should give result, but in most of the cases the user list comes as empty if searched through the same email id which was passed while creating ticket in requester section. It seems there is some delay , The requester can be seen in zendesk platform but it seems user search api uses some other db where the data is sometimes not synced in real time.
Please help identify the issue as it is hindering with our user experience.
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2 comments
Rafael Santos
Hey Ankita,
The Search API has a limitation, noted on its API Reference page: Zendesk API Reference - Search:
Hence searching for the record right after creating the ticket will sometimes lead to an empty result, as it may not be indexed yet.
You can, however, obtain the created ticket's
requester_id
to get the respective user from the Show User endpoint.My recommendation would actually be something different:
id
on therequester_id
andsubmitter_id
properties, ensuring that any usertags
are be inherited by the ticket on creation, assuming you have that setting enabled.0
Laura Lachowicz
Hi Ankita Rawat!
I'm a UX Researcher at Zendesk, and we're working on some changes to Zendesk's live reporting. We would love to hear about your experience and what areas we could improve on. I'm reaching out to see if you'd be interested in participating in an incentivized 1-hour session and giving some thoughts on the ideas our Product team is developing.
If that sounds like something interesting to you, apply here: https://www.userinterviews.com/projects/VfA1caB8Hg/apply
Thanks!
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