How can I get the whole text interaction in a ticket by using the ZD API?

2022년 10월 26일에 게시됨

Hello, everyone:

What I don't want:
-I don't want/need the comments.
-I'm not looking just for the "description"

What I want is a list or dict of the whole interaction carried by the user because I want to grab and save those words (strings) for a later analysis.

Is that possible?

Thanks in advance for any help ;)

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diegotco

2023년 1월 05일

In case there is someone looking for a Python program to get data from Zendesk tickets, you can try this:
https://github.com/diegotco/zendesk_tickets_data

Tipene Hughes

2022년 11월 02일

Glad to hear it!

Have a great day :)

Tipene

diegotco

2022년 11월 01일

Hello, Tipene Hughes

Wow, this is just b e a u t i f u l

What lovely data, man!

I'm going to have fun iterating through this "actor_type" key on and on 😂:

This is what I was looking for.

Thanks again Tipene.

[SOLVED]

Tipene Hughes

2022년 11월 01일

Hey diegotco,

For chat interactions, you can use the ticket audits endpoint which should return the chat comments individually.

Let me know if that works for you!

diegotco

2022년 10월 28일

Hello, Tipene:

Before running that script I've reviewed this endpoint https://xxxx.zendesk.com/api/v2/tickets/xxxx/comments

And I get only this:

And that's it, but when I see the ticket it has a lot of text, same thing if I do click over "events":

and...

Tipene Hughes

2022년 10월 28일

Thanks for clarifying, Diego!

There isn't a way to directly grab the comments in the format you're looking for, via the API. I've written up a small example script in the context of a ZAF app that does what you're looking for, though:

const getComments = async () => {
  // Set ticket Id
  const ticketId = 605;

  // Get all comments on the ticket
  const ticketComments = await client.request(`/api/v2/tickets/${ticketId}/comments`);

  // Get the requester ID of the ticket
  const ticket = await client.request(`/api/v2/tickets/${ticketId}`);
  const requester = ticket.ticket.requester_id;

  // Loop over comments and add comment body string to array if comment is made by the requester
  const comments = ticketComments.comments.map(
    (comment) => comment.author_id !== requester ? "" : comment.body);

  console.log(comments);
};

getComments();