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Ticket comments are incomplete and inaccurate
Posted Jan 09, 2025
Hey so, I've been using the Zendesk REST API for email channels to retrieve ticket comments and it's been fairly straightforward so far; however, now I'm working on other channels like mobile_sdk, chat and instagram_dm and I'm running into a whole host off issues accessing the comments.
I'm facing 2 main issues
- There is a major delay from when the ticket has new comments and when it's reflected via the API endpoints /tickets/[ticketID]/comments
- The format for channels like instagram_dm is completely broken
For example, I've been using ZAF as well and I pass the ticket via ZAF to my backend and it has a conversations attribute which is very neatly formatted.
Where as in the REST API for comments, the author_id is set to -1 and the data in the plain_body, body etc is a jumble of messages from both the customer and agent.
Here's a sample from the ZAF client
[
{
"timestamp": "2025-01-08T10:07:39Z",
"author": {
"id": "24248831486621",
"avatar": "https://assets.zendesk.com/images/2016/default-avatar-80.png",
"name": "AG",
"role": "end-user"
},
"channel": { "name": "instagram_dm" },
"message": {
"content": "When is your next studio course",
"contentType": "text/plain"
}
},
{
"timestamp": "2025-01-09T06:35:48Z",
"author": {
"id": "22986182800797",
"avatar": "https://redact/system/photos/22993189114653/profile.jpg",
"name": "VR",
"role": "admin"
},
"channel": { "name": "instagram_dm" },
"message": {
"content": "Hello AG š Our next studio course is the Lord Balaji - 2.5 Months Course starting on January 13th, 2025. You can find more details here (https://www.redact/products/lord-balaji-2-5-months-course).",
"contentType": "text/plain"
}
},
{
"timestamp": "2025-01-09T06:36:47Z",
"author": {
"id": "22986182800797",
"avatar": "https://redact/system/photos/22993189114653/profile.jpg",
"name": "VR",
"role": "admin"
},
"channel": { "name": "instagram_dm" },
"message": {
"content": "How much does it cost?",
"contentType": "text/plain"
}
}
]
Here's the same sample using the REST endpoint ticket/comments
{
"id": 24274457817117,
"type": "Comment",
"author_id": 24248831486621,
"body": "Conversation with AG\n\nURL: None",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Conversation with AG</p>\n\n<p dir=\"auto\">URL: None</p></div>",
"plain_body": "Conversation with AG \n\n URL: None",
"public": false,
"attachments": [],
"audit_id": 24274457816861,
"via": {
"channel": "instagram_dm",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2025-01-08T10:07:41Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 24274823185565,
"type": "Comment",
"author_id": -1,
"body": "(15:37:39) AG: When is your next studio course",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(15:37:39) AG: When is your next studio course</p></div>",
"plain_body": "(15:37:39) AG: When is your next studio course",
"public": true,
"attachments": [],
"audit_id": 24274823185309,
"via": {
"channel": "chat_transcript",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2025-01-08T10:17:41Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 24297177864733,
"type": "Comment",
"author_id": -1,
"body": "(12:05:48) VR: Hello AG š Our next studio course is the Lord Balaji - 2.5 Months Course starting on January 13th, 2025. You can find more details here (https://redact.com/products/lord-balaji-2-5-months-course).\n(12:06:47) VR: How much does it cost?",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(12:05:48) VR: Hello AG š Our next studio course is the Lord Balaji - 2.5 Months Course starting on January 13th, 2025. You can find more details here (<a href=\"https://redact.com/products/lord-balaji-2-5-months-course\" target=\"_blank\" rel=\"nofollow noreferrer\">https://redact.com/products/lord-balaji-2-5-months-course</a>).\n<br>(12:06:47) VR: How much does it cost?</p></div>",
"plain_body": "(12:05:48) VR: Hello AG š Our next studio course is the Lord Balaji - 2.5 Months Course starting on January 13th, 2025. You can find more details here (https://redact.com/products/lord-balaji-2-5-months-course).\n\n(12:06:47) VR: How much does it cost?",
"public": true,
"attachments": [],
"audit_id": 24297209391005,
"via": {
"channel": "chat_transcript",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2025-01-09T06:37:09Z",
"metadata": {
"system": {},
"custom": {}
}
}
As you can see in the REST API, since the author_id is -1 I have no way of identifying who the author is. Moreover, the messages from both the customer and agent are clubbed into the same comment.
Does anyone know if there's a way to get the format that the ZAF client provides using the REST API? Since this is proving to be quite a challenge to get an accurate format for a ticket conversation.
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