Lucas Mattioli

Hello everyone. Thanks for the help in advance.

I am creating an internal tooling for my company where we can share a sensitive link with clients that reach our support channel. Our server will basically do the following:
1. Create a ticket comment containing the sensitive link (using the PUT /api/v2/tickets/{ticket_id} endpoint)
2. Right after the comment creation, redact the sensitive link from it (using the PUT /api/v2/comment_redactions/{ticket_comment_id} endpoint)

Also, we have a trigger Notify requester and CCs of comment update enabled, so when the comment is created, an email reply is sent to our client.

We want to achieve two things with the above:
1. Have the client receive the sensitive link in the email thread they created when interacting with us
2. Redact the sensitive link (as soon as possible) from the Zendesk ticket so it doesn't get exposed to a lot of people

In most situations this flow is working fine, but sometimes the client receives an email reply without the sensitive link because it has already been redacted. In other words, Zendesk sent the email reply after step 2 (comment redaction).

My question: is there any way to know 100% if the email reply from the Notify requester and CCs of comment update trigger has been delivered? This way, I could check for it before redacting the comment.

For one of the cases that failed, I took a look at the List Audits for a Ticket endpoint and the timestamp for the Notify requester and CCs of comment update “Notification” event is 1 second before the “CommentRedactionEvent” event, but still it was redacted before the email reply arrived for our client.

Do you folks have any suggestion, please? Thanks a lot!