Ticket export - chat transcript

6 댓글

  • Tipene Hughes
    Zendesk Developer Advocacy

    Hey Maciej Zapior,

    The Ticket Comments API should provide the information you're looking for. You can also use the Ticket Audits endpoint if you're looking for each individual chat message.

    I hope this helps!

    Tipene

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  • Maciej Zapior

    Hey Tipene Hughes,

    maybe it's a bug then cause comments API for the case when channel is: native_messaging returns only 1 comment with ticket name - the conversation/chat transcript is not present there.

    The Audit API seems to return all events where I can parse some of them from events->history but looks like the response is not easy to handle. Is that the only option available?

    Our target is to extract whole communication between customer and helpdesk / customer service.

    Thank you advance for your help,

    Maciej 

    0
  • Tipene Hughes
    Zendesk Developer Advocacy
    Hey Maciej,
     
    The transcript should be accessible via the Ticket Comments API once the user has left the conversation. This will appear as a new comment event with the channel chat_transcript.
    0
  • Maciej Zapior

    Hi Tipene,

    looks like that's not a case as ticket is closed but comments API still does not return it. Anyway I was able to retrieve it via Audit API so all good. 

    Thank you for your help and advice.

    Maciej

    0
  • Fatima Pereda Sosa 7948

    Hello Maciej Zapior how did you manage to parse the response that the Audit API returns? I am also trying to extract the communication between help desk and customer.

    Thanks in advance!

    0
  • Maciej Zapior

    Yes, it was present in events (type: ChatStartedEvent) then ['value']['history'] (type: ChatMessage)

    0

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