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Side-loading is not working for "Open Ticket Count"
2023년 3월 06일에 게시됨
Hello,
I'm using "Open Ticket Count" to sideload the number of open tickets together with the selected Users, as documented here: https://developer.zendesk.com/documentation/ticketing/using-the-zendesk-api/side_loading/#open-ticket-count
However, the JSON result shows, for each user, ZERO open tickets always...
"open_ticket_count":{"13511938024337":0,"13511928768913":0,"13511913051793":0,"13511900695185":0,"13511833307537":0,"13511811168529":0,"13511778282513":0,"13511738055057":0,"13511715081617":0,"13511711118225":0,"13511692809745":0,"13511690065553":0,"13511690015633":0,"13511647028113":0,"13511640535569":0,"13511634454673":0,"13511609569553":0,"13511604353681":0,"13511577707537":0,"13511574356241":0,"13511538764689":0,"13511470301073":0,"13511465687185":0,"13511454757777":0,"13511448506129":0,"13511433175825":0,"13511432240401":0,"13511409924241":0,"13511376539793":0,"13511359961873":0,"13511355424017":0,"13511351108625":0...
And, I'm pretty sure that some of the queried users have more than 1 ticket open, not 0.
Any advice please?
EDIT: Here is an example of a query I'm running: Return all users created TODAY March 6, 2023 + sideload open_ticket_count
/api/v2/users.json?query=created:2023-03-06&include=open_ticket_count
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댓글 2개
Marco
Hi Greg, yes i'm passing in "created" just to narrow-down the result set. BTW: My goal was to find a way to quickly identify a set of end-users without tickets...
Anyway... I found that it only works for agents, not end-users. Looking at the documentation it says that "open_ticket_count" is a special sideload to get "the total number of open tickets assigned to the user" ... but, if I'm not wrong, end users cannot be assigned to tickets.
What I need is a sideload (for the /users endpoint) to get the total number of requested tickets... why Zendesk is not providing this basic one?
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Greg Katechis
Hi Marco! It looks like you're passing in "created" in your query, which isn't an available side-load. Could you try running the query without that and letting us know if the issue persists?
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