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Roman Panov

Incorporación 30 jun 2022

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Última actividad 30 jun 2022

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Roman Panov hizo un comentario,

ComentarioTicket management

Hi, There.

We are using Zendesk API to scrape tickets + comments. We found the incremental exports API available for tickets as well as for ticket events. To capture comments we are using the comment_events side-load with ticket events. We are using the same start time for tickets and events and then merging these 2 steams by ticket_id. We consider reaching the latest event when ticket.updated_by == ticket_event.created_by. 

The problem is that the Incremental Export events API doesn't return comment events for the "closed" tickets (as well as for "deleted"). There are comments if we hit the ticket comments API directly: https://{subdomain}.zendesk.com/api/v2/tickets/{ticket_id}/comments.

Is it a bug? Or our algorithm is wrong? Do we have to use different start_time for tickets and for the events?
Is there any way to get ticket comments from the Incremental Export events API for the "closed" / "deleted" tickets? 

Ver comentario · Publicado 30 jun 2022 · Roman Panov

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