In comments, how can I identify, which is normal comments and which is chat comments. | Community
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In comments, how can I identify, which is normal comments and which is chat comments.

  • May 9, 2022
  • 1 reply
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A

We can get the comments by doing a api:

GET /api/v2/tickets/{ticket_id}/comments

After doing this API call, based on the response, I would like to bifurcate the normal comments and chat comments. [As when the ticket is created through the chat, all chat communication added as comment ]. 

 

Based on the respone, at my end, can I get the identify the chat comments based on 'via' paramterm, where the Channel is : Chat.

 

Can I rely on this parameter for bifurcation in our implementation ?

 

Needed an ans based on higher priority, implementation is blocked our end, we are doing Zendesk to another tool integration, I want to sync only comments not chats to target suystem.

    1 reply

    E
    • Erica26
    • May 9, 2022
    Hi A A,
     
    That would be correct! I would also recommend confirming the comment's channel using the Ticket Comment's API. It would be the most seamless/accurate verification process. 
     
    If needed, here's a better breakdown of that via object and the corresponding fields/possible values.
     
    Hope this helps!
     
    Best,
     
    Erica
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