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Conversations API tickets routing

  • November 7, 2022
  • 1 reply
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A

Hello. I am trying to implement Conversations API integration. Followed this example and it finally worked https://developer.zendesk.com/documentation/live-chat/getting-started/getting-started-with-the-chat-conversations-api/

The problem is I have two agents, but I only want to get messages addressed to agent #1
And currently I keep getting every message instead of only messages for agent #1, despite the fact the ticket is assigned to agent #2

So the question is: how can I automate answers only from agent #1 using conversations api?

    1 reply

    Greg29
    • Greg29
    • November 8, 2022

    Hi Andrey! If I'm understanding the question correctly, this is actually something that we point out in the limitations section of that article. The only real "workaround" would be to have the agents in their own departments, but that obviously introduces a much larger issue that wouldn't make this a real solution. 

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