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Change to Satisfaction Rating API

  • January 13, 2022
  • 4 replies
  • 0 views

Carlos14

We export the surveys from Zendesk via the API.   We noticed that before we'd get a JSON object with two parts:
{
"url":
"id": xxx,
"assignee_id":xxxx,
"group_id": xxx,
"requester_id": xx,
"ticket_id": xx,
"score": "good",
"created_at": "2021-12-09T00:05:17Z",
"updated_at": "2021-12-09T00:05:17Z",
"comment": null,
"reason": null
"reason_id": 0
},

{
"url":
"id": xxx,
"assignee_id":xxxx,
"group_id": xxx,
"requester_id": 24066544707,
"ticket_id": xxx,
"score": "offered",
"created_at": "2021-12-09T00:05:17Z",
"updated_at": "2021-12-09T00:05:17Z",
"comment": null,
"reason": "No reason provided",
"reason_id": 1548707
}

Starting in January, we are getting the results like this with only one part: 

{
"url":
"id": xxx,
"assignee_id":xxxx,
"group_id": xxx,
"requester_id": xxx,
"ticket_id": xxx,
"score": "good",
"created_at": "2022-01-09T00:05:17Z",
"updated_at": "2022-01-09T00:05:17Z",
"comment": null,
"reason": "No reason provided",
"reason_id": 1548707
}

 

The existing object is being updated, but the reason is not set to "null" on positive surveys.   

4 replies

Carlos14
  • Author
  • January 13, 2022

I can't find if this chagne was documented anywhere 


Greg29
  • January 18, 2022
Hi Carlos! I checked and I do not see any updates to this endpoint recently. Could you confirm that this is happening with all of your new tickets and if so, when did this change occur for your team?

Carlos14
  • Author
  • January 19, 2022

Hey Greg, 

Pulling data from last few months, it started 1/1/2022 (Positive surveys with a reason that is not null) 


Greg29
  • January 19, 2022
Hi again Carlos! I haven't been able to reproduce this in my test account, so I'm going to create a follow-up ticket to the email we have on file for you so that I can ask some account-specific questions.