I am developing an integration with Zendesk for one of our clients who use web_chat.
In order to support his requests, we need to update Zendesk from the sunshine conversation, or vice versa. But after looking through the API reference, it is not clear to me on how those two products of Zendesk can be linked. They use different id systems, and they don't have information for each other.
Please help.
There is no mapping from ticket_id to conversation_id on either side.
I've found the following workaround:
- build webhook to fire on ticket creation, catch ticket_id it at your endpoint;
- query audits endpoint (tickets/{ticket_id}/audits.json) with ticket_id and extract conversation_id from first element.