Agent name comment that reply on Ticket metric events API | Community
Skip to main content

Agent name comment that reply on Ticket metric events API

  • February 2, 2022
  • 3 replies
  • 0 views
B

Hi, 

Can you please advise? I can find the reply_time in ticket metric events API but they have no any agent touch name (who replied/commented  on the ticket). Is there any way to get the agent name that replied on any ticket API? 

As checked, I found Ticket Audit API (https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_audits/) that contains the author_id with comment type but I am unsure that does Zendesk have any incremental load for the Ticket Audit API?

Thanks,

Boonyasak

    3 replies

    Guided
    • Guided
    • February 2, 2022

    Hey Boonyasak Siripakornchai,

    You could use the Incremental Ticket Event Export, the events contain an audit_id that references the audit. Can't really detail the difference between an 'event' and an 'audit' though. But for my needs the events were good enough. 

     

     

    B
    • Boonyasak
    • Author
    • February 3, 2022

    Hi @Sebastiaan (Sparkly ⭐),

    Thanks for your great solution! I will use the Ticket Event Export API :)  

    A few more questions please if you would know, how can we calculate the solved time from Ticket Metric Events API? Is there any document to compute the solved time using Ticket Metric Events API?

    In one situation, I discovered that the ticket status had changed from On hold to Closed, but that the solved time could be obtained using the Ticket Metrics API.

    Thanks,

    Boonyasak

    Guided
    • Guided
    • February 7, 2022

    Hey Boonyasak,

    To be honest; I don't know. I've never used those endpoints. Maybe another user, or someone from Zendesk can answer that question for you. All I can do is recite information from the docs, but you've probably read that already.

     

     

    Terms & ConditionsCookie settingsAccessibility statement