How to differentiate between external communication made on zendesk platform whether its external or internal | Community
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How to differentiate between external communication made on zendesk platform whether its external or internal

  • November 11, 2022
  • 2 replies
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Hisham12

Hi there,

each ticket has event logs and some of these events are of type external , which indicates email communication happening , so my question is how can i know that the event is an external or internal ( email sent to internal team ) , there is no much info in the json properties of the field as indicated below:

{"id":11598550882329,"type":"External","via":{"channel":"rule","source":{"from":{"deleted":false,"title":"Create or update sub tickets with Fork","id":5880684253209,"revision_id":3},"rel":"trigger"}},"resource":"5880216555801","body":"{{ticket.id}}"}

 

is there any other endpoint i can know where the email is going to on an event level ?

regards,

    2 replies

    Greg29
    • Greg29
    • November 14, 2022

    Hi Hisham! I'm trying to do some digging into the specifics of what the External type actually covers, since I can't seem to find a clear definition anywhere. From what I can glean so far, it appears specific to triggers making a request through an HTTP or URL target to an external source. I'm mostly looking to clarify if it does cover any other types of events, but what I can say for certain is that it is not the differentiating factor for whether a ticket is being sent internally or externally via email. The "body" that you're saying there is actually the payload that would be sent to the underlying target.

    Once I have more clarity about everything that "External" covers, I'll drop another line in here. If you could give me a bit more information about the core of what you're looking to accomplish, I'll see if I can point you in another direction.

    Hisham12
    • Hisham12
    • Author
    • November 14, 2022

    Thanks for the fast response,

    so basically i want to identify which events ( ideally email communication ) is sent to an external source and which are sent to internal ( within the company ).

    regards

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