Hello, we currently export tickets using the incremental export api, but I'm wanting to find the latest public reply by an agent on a ticket. Essentially we're wanting to build some custom calculations for calculating SLAs, and can't find this value anywhere in the metrics or anywhere else in the API. Can anyone assist?
Thanks
It sounds like the Ticket Audits API is what you're looking for. This will return a history of all updates to tickets, including public replies.
- Ticket Audits API
I hope this helps! Feel free to reach out with any questions.Tipene