Nouvelles limites pour la pagination basée sur l'offset

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Sanjeev Mandalapu

Zendesk Product Manager

Modification le 24 sept. 2024

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      Justina

      Our Zendesk instance has experienced severe performance issues since May 23rd. From what we see in the browser console, in the tab Network, your Ticketing API results in constant errors for /api/v2/recipient_addresses. 

       

      Despite announcing it here, it looks like Zendesk does not offer the cursor-based pagination (CBP) for the /api/v2/recipient_addresses and still uses the deprecated Offset Pagination method, which constantly leads to ticket errors. 

       

      When we submit the ticket response, the deprecated Offset Pagination method used by Zendesk blocks ticket solving and results in the agent responses not going through. Even small get requests for a single comment last for 10s+.

       

      When will you start using the cursor-based pagination (CBP) for the /api/v2/recipient_addresses? 

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      Sanjeev Mandalapu

      Hi Radha,


      There should be no added latency when using Cursor pagination compared to Offset model. It is engineered to be better performant and responsive if not equal.

      I request you to raise a ticket with Zendesk detailing your integration, subdomain, time of calls, the debugging logs and any other relevant information. We will be able to thoroughly investigate it from there.

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      Sanjeev Mandalapu

      Hi James, 

       

      Users does support Cursor Pagination. Cursor Pagination is invoked by passing the page[size] parameter. Have you changed your code to call the users endpoint with it?

      Cursor Pagination - 

      /api/v2/users.json?page[size]=100

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      Radha

      Hey,

      I am using the endpoint api/v2/ticket_metrics.json to fetch ticket metrics. My goal is to retrieve metrics until the tickets are 7 days old, utilizing pagination. Initially, I used offset pagination, but due to its limitations, I switched to cursor pagination.

      However, I am encountering issues with cursor pagination, as each API call takes between 17 to 30 seconds. Upon debugging, I discovered that the API response time is significantly higher with cursor pagination.

      Could you please help me understand why this is happening? Is the increased response time due to the use of cursor pagination? How can I resolve this issue? It is crucial for me to reduce the API response time.

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      James

      1900815493044 Can you email me? The documentation does not match the API response. There are no cursors in the v2/users.json response, only next_page param that uses offset-based pagination.

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      Tony

      Hi there,
      check this article in our documentation. I believe it will be helpful for you.
       
      Best,

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      James

      1263082323169  I'm still seeing offset-based pagination only for the users.json: GET endpoint – I have no way of listing all records. Can you confirm this endpoint has cursor-based pagination?

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      Sanjeev Mandalapu

      Hi Bill,

      Using OBP for results under 10k is allowed and would not be impacted by the rollout. However, we strongly recommend to switch to CBP. It is possible in the future that the limits will be further reduced from 10k to 1k. Cursor Model is very performant and recommended for most of the use cases, so please consider it if appropriate in your use case.

      Also, Zopim is not impacted by this change.

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      Bill Mattern

      Hi Team,

      I am checking our zendesk integration code and we are using time-based bookmarks combined with offset-based pagination under 10000 results (usually).  From what I am reading this should be supported after the new limits are deployed.  Is there a way to tell ahead of time in the response if the method we are using will no longer be supported?

       

      Also, can someone confirm if the Zopim endpoints are also in scope for this upcoming change on May 20?

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      Sanjeev Mandalapu

      Hi Adam,

      Search endpoint results are limited to 1000 records or page 100 (with page size 10). So, they wont be impacted by this change.

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