Ticket export - chat transcript
What is the way to retrieve chat transcript per ticket through the Zendesk API?
The response to https://<company>.zendesk.com/api/v2/tickets/{id} does not return any reference to chat transcript unfortunately. Additionally I cannot see an API that would return chat transcript per ticket id.
While looking at network tab in the browser I observed that following API is queried:
api/lotus/tickets/{ticketId}/conversations.json?include=users&sort_order=desc
however I am not too sure if api/lotus is an API that should be used.
Many thanks for clarification/recommendation in advance.
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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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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
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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 channelchat_transcript.
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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
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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!
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Yes, it was present in events (type: ChatStartedEvent) then ['value']['history'] (type: ChatMessage)
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