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메시징에 어떤 API를 사용할 수 있나요?

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Sabra

Zendesk Customer Care

2025년 1월 14일에 편집됨

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      Francis Casino

      Hello Luis,
       
      I have created a ticket (12431382) so we can check this further for you. 

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      Luis German Lopez Fragoso

      Thank you Francis, my customer wants to have omnichannel enabled with Agent Workspaces enabled. Channels are email, messaging and talk, is it correct to use the "Ticket Events API" for retrieving this data for all channels ?  

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      Francis Casino

      Hello Luis! 
       
      I'm afraid that we do not have a specific API endpoint for retrieving historical messaging volume directly. However, as a workaround, you can use the "Ticket Events" API, which can be used to retrieve information about events that have occurred on tickets, including messaging-related events.
       
      To get historical messaging volume, you would need to:
       
      1. Use the Zendesk API to fetch ticket events.
      2. Filter and analyze the events related to messaging.
       
      Here's a basic outline of the steps you might take:
      1. Authenticate with Zendesk API: Ensure that you have the necessary authentication to make API requests to Zendesk.
      2. Retrieve Ticket Events: Use the Ticket Events API endpoint to retrieve events related to tickets. You may want to filter events based on certain criteria or time ranges.
        Example endpoint:
        bashCopy code GET /api/v2/tickets/{ticket_id}/events.json
      3. Filter Messaging Events: Look for events related to messaging within the retrieved ticket events. Messaging events might include replies, comments, or any other relevant activity.
      4. Analyze Volume: Count the number of messaging events over specific periods to get historical messaging volume.
       
      Here's the link to Zendesk API documentation: Zendesk API Documentation

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      Luis German Lopez Fragoso

      Hello, so If I want to get Historical messaging volume, which API should I need to use ?

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