Nathan van Jole

Bump... Erica Girges

Anyone?

The locale needs to be in lowercase. In this line:

endpoint = zendesk + '/api/v2/help_center/en-US/articles.json'.format(locale=language.lower())

You hardcoded the "en-US" which should be replaced with "{locale}". Also make sure to set the language variable to "en-US" instead "en_US" (with underscore).

Hope this helps!

We are using the Authorization code grant flow as described here:

https://developer.zendesk.com/documentation/live-chat/getting-started/auth/#authorization-code-grant-flow

Managed to implement this without any issues. The resulting bearer token works fine, and all API calls I make are successful.

However the chats response is always empty. For context, I have a Zendesk developer account and I tried creating a "chat" by using the Messaging Chat Widget which I found here:
https://subdomain.zendesk.com/admin/channels/messaging_and_social/channels_list
Is that the correct approach? Should chats made in that widget be showing up in the API response? I'd assume so.

I'm also quite confused about what the difference is between Zendesk Chat and Zendesk Conversations.

No problem, I've been there before

If you navigate to https://developer.zendesk.com/api-reference/ticketing/introduction/ you will find the API for o.a. Users, Tickets, Organisations in the left side navigation.

The query parameter should be "client_id" instead of "clientid" which is causing the error.

Another solution would be to have a repeating background job that retrieves all tickets that match the criteria and sends the emails. This would mean however, that you will have to keep track of which tickets you already processed.

So it seems like you accomplished it using automations, but the only limitation is that the minimum hours since created is 1 hours.

It doesn't feel right in that case to create a custom solution using webhooks - but you could. Or you could submit a request to Zendesk to allow to specify the time in minutes.

The custom solution would look something like:

- Trigger webhook when ticket gets created
- Wait for e.g. 15 minutes
- Retrieve the ticket again (through the Zendesk API)
- Check if the ticket matches the conditions you listed (ticket tag, group, status, assignee)
- If ticket matches the conditions, send email to customer

You could use a long running serverless function which can get expensive depending on the load of tickets. Or you could ask an expert to implement a custom solution (e.g. using a state machine)

You can setup a webhook to call an API when a new ticket has been created. In the API you can wait 10/20 minutes and then do whatever you want.