Importing Closed Tickets with Side Conversations | Community
Skip to main content

Importing Closed Tickets with Side Conversations

  • October 3, 2022
  • 2 replies
  • 0 views
Peter11

Hi
I'm going to switch Zendesk instances and thus will export and import all tickets of the brand in question.

Looking at the import_many endpoint, it seems as if it would help me import tickets (with lots of preparation like replacing all assignees no longer working with us etc.) - however, in the API's description, side conversations are missing. Is it necessary to feed tickets with side conversations separately one-by-one?

Reading on a bit, it seems to me that importing tickets with any kind of attachments (in comments or side conversations, attached or inline) is also not something supported by the import_many endpoint, correct?

I ask this because when importing closed tickets, there is exactly one save - once the ticket is created, you cannot amend it with another API call.

Yours truly

Peter

    2 replies

    Greg29
    • Greg29
    • October 3, 2022
    Hi Peter, good question! At this time, we don't have a way to silently (without notifications to users) import side conversations. If you are ok with the notifications, you could use the Create Side Conversation endpoint, however as you said, that would be done individually one by one. I've raised this with the product team and they are going to look into this down the line. Apologies for the bad news here, but let me know if you have any more questions about this.
    Peter11
    • Peter11
    • Author
    • December 31, 2022

    In the meantime, I have completed my Migration, and I think it would be worth an article to let others pass by all the stumble stones I encountered during this export/import.

    I also think that this would allow Zendesk to improve their import endpoint documentation quite a bit.

    But first, Happy New Year to all!

    Terms & ConditionsCookie settingsAccessibility statement