Getting support ticket ID from conversations API
Hello all,
On zendesk Chat there is a config that creates a "zendesk support" ticket for every new chat. Those tickets are created when the chat start and are also visible on the chat interface when the chat is active 
as well when the chat has ended:
Now my question is - how can our chatbot get this ticket ID while talking to the user ? we cannot get it through conversations API - but is there another way to get it? for example using some ID from conversations API and then using a different endpoint to get the associated ticket id of a chat / user etc?
It is important for us to get the ticket ID while the chat is still active.
It seems like something that should be easy to do, especially with "Agent Workspace" coming .
Would love to hear your thoughts , ideas , feedback :-)
Thanks
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Hey Unto
Do your end user provide you with their email addres before starting to chat with the bot?
If this is the case, you could also do a search via. api to your support by tickets with this email as a requester, and get the latest ticket id.
You and your team look into the Zendesk Search API here.
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Hey Dan,
What do you mean by "chatbot is an app"? our chatbot is built using "Conversations API" but im happy to hear more about app chatbots? is it something that can work together with the conversations API?
Simon,
is it safe to assume that the ticket would be available in the search API at the time the chat starts? (maybe few millisecond difference).
another question - assuming we have chats with unknown visitors (email is not mandatory in prechat form) - we can have the chatbot ask for the email from users and add it to the chat (using convo API). would that update affect the zendesk ticket right away so we will be able to find the ticket ID by searching by the email in the search API?
Thank you both!
Udi -
Hey Unto
The ticket will be created once a agent joins a chat, meaning your chatbot agent I assume. Once the chatbot has joined the chat, the ticket would be created in support. You can then find the ticket id by doing a API search for e.g. "Chat with Visitor 8028858" <- The visitor ID being the unique identifier.
In regards to having chats without identification added, you should have the Visitor ID I assume.
The email the customer adds in your chat with the chatbot does not automaticly add to the end user in zendesk support. You can however find the user by doing a search for the visitor ID, and update that user with the Zendesk API, such as adding the email the chatbot has logged, and maybe also changing the name and stuff like that.
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