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Forbidden from using only incremental API calls?

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Jack Waters

Data ultimo post: 23 feb 2022

Hi all - I'm our company's resident stats guy (admittedly not much of a coder) and I need to pull a bunch of our tickets from Zendesk along with any associated comments. I can do that just fine by searching for tickets between two dates and pulling each comment one-by-one, but that isn't quite as efficient as using incremental+sideloading to dump things. However, when I try any endpoint starting with /api/v2/incremental/, I get this error:

{"error": {"title": "Forbidden", "message": "You do not have access to this page. Please contact the account owner of this help desk for further help."}}

I cannot find any mention of extra required permissions in the API documentation, nor are there any other permissions we can see that I might need. What am I doing wrong here? Do we need a different plan for this?

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      Sebastiaan (Sparkly ⭐)

      Hey Jack Waters,

      I think most (if not all) incremental endpoints require you to be an admin.

      You'll find it in the documentation when you look at the 'Allowed For' section(s).

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      Carlos Flores

      Oh I stand corrected, I had asked about side loading comments ages (4 or more years ago) and told it wasn't possible .  Lol I need to keep up with the docs!

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      Jack Waters

      That's the format I use, I'm just blocked from accessing anything under /incremental/*. For example, /incremental/tickets.json will give me a forbidden error, even without sideloading.

      You can sideload comments per this: https://developer.zendesk.com/api-reference/ticketing/ticket-management/incremental_exports/#incremental-ticket-event-export

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      Carlos Flores

      This is how we built the url, need to specify the target (tickets/users/etc).
      $url = '/incremental/tickets.json?start_time='.strtotime($date) .'&include=tags,metric_sets';
       
      afaik you can't sideload comments 

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