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How to get the latest agent comment from a ticket when sending a webhook event
Posted Jan 09, 2025
We are trying to send a webhook event in which a webhook is triggered when a ticket moves to closed or resolved status. In the webhook event data we would like to include the tickets last comment from an agent (or even include an additional field that indicates what type of user the last comment was sent from. E.g. support agent, or the requester for example. Is this possible.
My attempt to do this is doing the following in the body of the webhook
```
{
"ticket_id":"{{ticket.id}}",
"ticket_subject":"{{ticket.title}}",
"ticket_status":"{{ticket.status}}",
"last_agent_response":"{{ticket.latest_public_comment}}",
"closed_at":"{{ticket.updated_at}}"
}
```
Esentially I want to store in by backend service when a zendesk ticket is closed or resolved, what was the last comment left by a zendesk admin or agent that was visible to the end user / requester
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