Assignee and Brand ID, User/Brand API Call | Community
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Assignee and Brand ID, User/Brand API Call

  • January 28, 2022
  • 3 replies
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Maria18

Hi Zendesk Community! 

I would like to first request your kind patience towards my questions (as well as me being slow at understanding) as I come from a none programming background and was tasked to create a Zendesk Class to call tickets and integrate it in Jupyter Notebook. 

Here is what I have so far! I created a Zendesk Task and I read online that I can use Zenpy (which is a Python Wrapper to call the API) and I managed to make my first search API call!

However, I am not stuck at figuring out how I can be able to interpret the assignee_id, brand_id. I know each Agent and Brand have their own ID but how can I get those data and present this to be more readable? 

I saw that there is an API call for users https://developer.zendesk.com/api-reference/ticketing/users/users/ but I am not too sure how to call this.

How can I find my brands? Is there an API call for that? I would be super grateful for anyone that can point me in the right direction or kindly guide me on this!! 

Any help is greatly appreciated! Thank you!!

    3 replies

    Guided
    • Guided
    • January 28, 2022

    Hello Maria,

    I know nothing about the Python library, but the search endpoint allows sideloading of users on ticket searches. You could try to figure out if Zenpy supports this.

    The 'brand' is a notorious one, those can't be sideloaded. So you'll need to retrieve them separately and map the IDs to the correct values. I would assume your library has the ability to retrieve the brands through the API.

    Keep in mind that the search API only returns 1000 records. If you need to retrieve more, then you'll have to use the Search Export API. When I look at Zenpy's Github, then that might be available soon:
    https://github.com/facetoe/zenpy/pull/497

      Maria18
      • Maria18
      • Author
      • January 28, 2022

      Hey Sebastiaan, thank you so much for your response!

      I do not think Zenpy supports that. I think I will try to write my own wrapper instead to call Zendesk API directly. 

      On another note, another task I need to work on retrieving standard metrics for agents under different departments. The objective is to gather information on the frequency of tickets and tags created for each group, and subsequently under each agent. 

      Is there an API to call for this granular level of data or an interface that I could retrieve such data?

      Thank you!

      Guided
      • Guided
      • February 2, 2022

      Hello Maria,

      I'm not sure how your question related to the picture that you embed, so maybe I misunderstand something!

      Anyway, it sounds like you want to do some reporting that you can't get as 'canned response' from the API. I'm not sure about Zendesk Explore (where the data is aggregated), as I have no knowledge about that product.

      If you want to pursue an API solution for your reporting needs, you might want to look into the incremental exports. From a technical perspective that would be the best way to extract your data for further analysis.

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