Hello Zendesk Support Team,
We are currently developing a live chat integration using Zendesk. During implementation, we discovered that the system only synchronizes the last 10 historical messages to the Zendesk ticket through pass control. Unfortunately, this is insufficient for our needs — we would like to synchronize historical messages based on a specific time or date range.
We’ve found a workaround: after a new ticket is created by a client, we can search for that ticket and insert the desired historical messages as plain text. However, this process is inefficient — it takes at least 30 seconds to locate the ticket and insert the messages, which is far too long for a real-time support scenario.
We would like to know:
Is there a native method or API to customize the number or time range of historical messages synced to a Zendesk ticket during live chat?
Does the Sunshine Conversations API offer any functionality to support this kind of historical message injection during or immediately after ticket creation?
Any guidance, best practices, or official recommendations would be greatly appreciated.
You should be able to use first_message_id to define where to start the message history from.
Hope this helps!