How to differentiate between external communication made on zendesk platform whether its external or internal
Hi there,
each ticket has event logs and some of these events are of type external , which indicates email communication happening , so my question is how can i know that the event is an external or internal ( email sent to internal team ) , there is no much info in the json properties of the field as indicated below:
{"id":11598550882329,"type":"External","via":{"channel":"rule","source":{"from":{"deleted":false,"title":"Create or update sub tickets with Fork","id":5880684253209,"revision_id":3},"rel":"trigger"}},"resource":"5880216555801","body":"{{ticket.id}}"}
is there any other endpoint i can know where the email is going to on an event level ?
regards,
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Hi Hisham! I'm trying to do some digging into the specifics of what the External type actually covers, since I can't seem to find a clear definition anywhere. From what I can glean so far, it appears specific to triggers making a request through an HTTP or URL target to an external source. I'm mostly looking to clarify if it does cover any other types of events, but what I can say for certain is that it is not the differentiating factor for whether a ticket is being sent internally or externally via email. The "body" that you're saying there is actually the payload that would be sent to the underlying target.
Once I have more clarity about everything that "External" covers, I'll drop another line in here. If you could give me a bit more information about the core of what you're looking to accomplish, I'll see if I can point you in another direction.
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Thanks for the fast response,
so basically i want to identify which events ( ideally email communication ) is sent to an external source and which are sent to internal ( within the company ).
regards
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