How can I get the whole text interaction in a ticket by using the ZD API? | Community
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How can I get the whole text interaction in a ticket by using the ZD API?

  • October 26, 2022
  • 8 replies
  • 0 views
D

Hello, everyone:

What I don't want:
-I don't want/need the comments.
-I'm not looking just for the "description"

What I want is a list or dict of the whole interaction carried by the user because I want to grab and save those words (strings) for a later analysis.

Is that possible?

Thanks in advance for any help ;) 

      8 replies

      Tipene
      • Tipene
      • October 28, 2022

      Hey @diegotco,

      Just to clarify, are you wanting to pull only the text (as strings) of the replies that a user has made on a ticket?

      D
      • diegotco
      • Author
      • October 28, 2022

      Hello, Tipene, thank you for your reply. Yes, text as strings, that's what I want.

      Tipene
      • Tipene
      • October 28, 2022
      Thanks for clarifying, Diego!
       
      There isn't a way to directly grab the comments in the format you're looking for, via the API. I've written up a small example script in the context of a ZAF app that does what you're looking for, though:
       
      const getComments = async () => {
        // Set ticket Id
        const ticketId = 605;

        // Get all comments on the ticket
        const ticketComments = await client.request(`/api/v2/tickets/${ticketId}/comments`);

        // Get the requester ID of the ticket
        const ticket = await client.request(`/api/v2/tickets/${ticketId}`);
        const requester = ticket.ticket.requester_id;

        // Loop over comments and add comment body string to array if comment is made by the requester
        const comments = ticketComments.comments.map(
          (comment) => comment.author_id !== requester ? "" : comment.body);

        console.log(comments);
      };

      getComments();
       
      I hope this helps! Let me know if you have any questions.
       
      Tipene
      D
      • diegotco
      • Author
      • October 28, 2022

      Hello, Tipene:

      Before running that script I've reviewed this endpoint https://xxxx.zendesk.com/api/v2/tickets/xxxx/comments

      And I get only this:


      And that's it, but when I see the ticket it has a lot of text, same thing if I do click over "events":

      and...

      Tipene
      • Tipene
      • November 1, 2022

      Hey @diegotco,

      For chat interactions, you can use the ticket audits endpoint which should return the chat comments individually.

      Let me know if that works for you!

       

        D
        • diegotco
        • Author
        • November 1, 2022

        Hello, @tipene

        Wow, this is just b e a u t i f u l 

        What lovely data, man!

        I'm going to have fun iterating through this "actor_type" key on and on 😂:


        This is what I was looking for. 

        Thanks again Tipene. 

        [SOLVED]

        Tipene
        • Tipene
        • November 2, 2022

        Glad to hear it!

        Have a great day :)

        Tipene

        D
        • diegotco
        • Author
        • January 5, 2023

        In case there is someone looking for a Python program to get data from Zendesk tickets, you can try this:
        https://github.com/diegotco/zendesk_tickets_data

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