Jace Morrison

Thanks Shawna James . Will there be any communication about what the team decides to do with this feedback? Our company needs to make some decisions based on if and when this change will be made.

Feature Request Summary: 

Requests to the /api/v2/search/export endpoint with a filter[type]=ticket param and tickets:read scope shouldn't be rejected due to insufficient permissions.

Description/Use Cases: 

My company ingests tickets with certain tags from each of our customers' Zendesk accounts on a regular cadence.

We currently use the /api/v2/tickets endpoint for this by requesting every ticket and then filtering the tickets by tags on our side. However, this is a very inefficient usage of the API because we only need a subset of the tickets, but we're requesting all of them.

The /api/v2/search/export endpoint looks like what we should be using instead. However, when testing it, we realized that it doesn't work with just the tickets:read scope, even with the filter[type]=ticket param set. It works with the full read scope, but we don't want to require customers to grant us full read access to their Zendesk accounts.

Business impact of limitation or missing feature:

Relying on the /api/v2/tickets endpoint forces us to make a very high volume of requests to the Zendesk API that could be dramatically reduced by using the /api/v2/search/export endpoint instead. This request volume issue impacts hundreds of our mutual customers and is becoming a more significant issue for larger customers with many Zendesk tickets.