Feature Request: Add Identifier to Recovered Suspended Tickets | Community
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Feature Request: Add Identifier to Recovered Suspended Tickets

  • October 15, 2022
  • 2 replies
  • 0 views
Luis15

Feature Request:

Add a flag to recovered suspended tickets that indicates their origin.

Description/Example/Use Cases/Proof of End-Users Requesting:

Currently (as far as I know) there is no way to tell whether a ticket was created manually or by recovering a suspended ticket. There are many reasons to treat recovered suspended tickets differently and with more caution, but this requires knowing which tickets were created in such a way.

Use Case:

We've built an app that leverages the Zendesk API to pull information about a ticket and use it to determine the ticket's validity for our workflow. This workflow has certain implications for our product's security, so we want to reject tickets that were suspended initially. We need a way to distinguish those types of tickets. A simple boolean flag returned by the tickets API would work here.

      2 replies

      Greg29
      • Greg29
      • October 17, 2022

      Hi Luis! I found out earlier today that this functionality does exist within the Ticket Audits API, we just don't have it documented yet. The team that handles this area will be looking to get the docs updated shortly, but in the meantime I'll share an example payload:

      ..."events": [
              {
                "id": 12345,
                "type": "SuspendedTicketRecovery",
                "via": {
                  "channel": "suspended_ticket",
                  "source": {
                    "to": {
                      
                    },
                    "from": {
                      "id": 12345
                    },
                    "rel": "suspended_ticket"
                  }
                },
                "cause": "Detected as spam",
                "cause_name": "spam",
                "cause_id": 0,
                "recovery_details": "Recovered automatically by [agent]",
                "recovery_type": "automatic",
                "recovered_at": "1970-01-01T00:00:00Z",
                "recovered_by": 12345
              }...]

      Admittedly, this requires a more complex solution as we aren't putting an attribute on the ticket that flags it as suspended, but I wanted to share this with you to see if it would work for your use-case.

      Luis15
      • Luis15
      • Author
      • October 18, 2022

      Thanks so much for letting me know Greg, that's very helpful!

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