After a conversation with the AI Agent was converted into a ticket, I tried to fetch ticket information (including other tickets) using [/api/v2/tickets], but the AI Agent conversation ticket could not be retrieved.
Is this behavior specific to the EAP period, or will it remain the same after rollout?
Also, I attempted to retrieve the conversation history with the AI Agent using [/api/v2/tickets/{ticket_id}/comments], but this could not be retrieved either.
Is this also a specification limited to the EAP period?
Thank you for your detailed question — this is a great observation.
At this time, the behavior you’re seeing is expected during the Early Access Program (EAP). AI Agent–generated conversation tickets are still subject to data access limitations while the integration between AI conversation records and the Zendesk Support API is being finalized. Specifically:
- The /api/v2/tickets endpoint doesn’t yet surface AI Agent conversation tickets, as these are managed through a different backend service during the EAP phase.
- Similarly, requests to /api/v2/tickets/{ticket_id}/comments will not return message history from AI Agent interactions, since these comments aren’t stored in the same structure as standard agent or requester updates.
The product team is currently working on extending API coverage so AI Agent–created tickets and their associated conversation details will be queryable post-rollout. The goal is to provide seamless parity between standard Support tickets and AI-generated ones once the full release goes live.While we don’t have an exact timeline to share yet, I recommend keeping an eye on the Zendesk Developer Changelog and Announcements section in the community for updates once API access is expanded.
Thanks again for flagging this — your feedback really helps us refine how AI conversations integrate into Zendesk’s ticketing ecosystem.