Conversation entry timestamps shifting 1-2 seconds after creation

5 Comentários

  • Christopher Kennedy
    Zendesk Developer Advocacy
    Hi Jana,
     
    Are you noticing duplicate or missing messages returned?  Also, can you share some more info about how your app uses the messages?  I'd like to gather a bit more context around the app behavior that is breaking and how it depends on uniquely identifying individual messages.
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  • Jana Scheuble

    Yes, there are sometimes duplicate agent reply messages that disappear after reload.

    Our app is a translation plugin that displays the comments, translations, and the relationship between the two. When a message is translated, we store the timestamp from the source comment and the translation in our API so we can properly match the translations to the correct source comments. So, when there is a discrepancy between the timestamps stored in Zendesk and the timestamps stored in our API, the relationship between the source and translation breaks. Ideally, our app needs a stable piece of identifying data from each comment that would be supported in chat, messaging, and tickets.

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  • Christopher Kennedy
    Zendesk Developer Advocacy
    Hi Jana,
     
    Thanks for the context.  The messages in the ticket conversation are returned in the order that they were added.  Have you tested using the index of the message within the array to identify an individual message?  Also when doing so, does your translation service still observe duplicates?
     
     
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  • Jana Scheuble

    Thank you. Unfortunately using indexes would not work in our application because not every translation is returned immediately, sometimes other messages are created/sent before a translation is returned. We need a way to store relationships between comments, and indexes alone would not be stable or reliable enough.

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  • Christopher Kennedy
    Zendesk Developer Advocacy
    Hi Jana,
     
    Once the conversation ends, a transcript is added to the ticket.  The transcript is added as a ticket comment with its own ID that you may access via REST API.  If possible, the cleanest approach might be to separate into two different functional tasks:
     
    • Translation for quick use by the agent while the conversation is active
    • Storage of translated messages from transcript once the conversation ends to allow for additional app features that don't fit as well while the conversation is live
     
    We've recently added the ability to fire a trigger once the transcript is added to the ticket.  You can connect this trigger to a webhook to automatically notify your translation service when a transcript is added.
     
     
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