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Adhésion le 16 avr. 2021

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Publication Developer - Zendesk APIs
How to extract end_user comments on a ticket distinct from agent comments
 
Not sure if this is the right place to post, but we are looking to extract ticket descriptions and end_user comments from tickets, and also agent responses. 
 
Does anyone know how we would modify the following excerpt from our python script, which uses Zenpy? 

def extract_prompts_from_ticket(ticket):
    """
    Extracts prompt from a Zenpy Ticket object
    """
    comments = []
    if hasattr(ticket, 'comments'):
        comments = [comment.body for comment in ticket.comments]
    ticket_text = ticket.description + "\n" + "\n".join(comments) + " "
    return ticket_text

def extract_completions_from_ticket(ticket):
    """
    Extracts completion from a Zenpy Ticket object
    """
    comments = [comment.body for comment in ticket.comments]
    return comments
 
Keep getting the error than "ticket" has no comments attribute.  Not sure what the right call is, nor how to isolate the agent comments fom end_user comments.  Apologies for the n00bish question 
 
The query we are using is below: 
 
# Define search parameters
search_start_time = datetime.datetime(2023, 2, 19, 0, 0, 0)

# Define query
query = zenpy_client.tickets.incremental(start_time=datetime.datetime.timestamp(search_start_time))
 
and we are importing the following libraries: 

import datetime
import json
import os
import time
from zenpy import Zenpy
import openai
from openai import api_key, Model, Completion

Any help fro someone who can point to where I'm goinf wrong would be much appreciated!

Publication le 28 févr. 2023 · Reservations

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Commentaire de la communauté Feedback - Ticketing system (Support)
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Yes please! We need this as well

Afficher le commentaire · Publication le 29 sept. 2019 · Reservations

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Commentaire de la communauté Feedback - Voice (Talk)
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We're having the exact same issue as everyone else on this thread...

This is a gaping hole in the solution.

Counterpath/Bria handles this perfectly -- what gives? 

Afficher le commentaire · Publication le 16 avr. 2016 · Reservations

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Commentaire de la communauté Feedback - Voice (Talk)
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No update to this? 

Afficher le commentaire · Publication le 16 avr. 2016 · Reservations

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Commentaire de la communauté Feedback - Ticketing system (Support)
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Is there no update to this?

We are just realizing that our agents are not being updated if a message bounces.  The ticket system is so linked to e-mail - why is it that there is no common-sense solution to this?

When a ticket goes out and the requester's e-mail is wrong - even as a primitive solution - why doesn't the bounce just come back to the ticket?  It seems a more sophisticated solution is warranted, tbh, but even the raw bounce notification would let agents know of a problem.

 

Afficher le commentaire · Publication le 21 mars 2016 · Reservations

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