Tickets created without external_id, priority, subject, description or tags fields | Community
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Tickets created without external_id, priority, subject, description or tags fields

  • January 31, 2023
  • 3 replies
  • 0 views
Roberta12

Our platform has integration with Zendesk, we create tickets via Channel Framework. The problem is lately tickets are being created without the external_id, priority, subject, description or tags, they are submitted but not added to the ticket.

We create the ticket through this endpoint https://developer.zendesk.com/api-reference/ticketing/account-configuration/channel_framework/#push-content-to-support

Below is an example of creating a ticket:

Before it worked perfectly, but this is not the first time we have this problem. Could anyone help?

      3 replies

      Eric27
      • Eric27
      • January 31, 2023
      Hey Roberta, 

      I see that you have a ticket open with us about this issue. As I need some additional details, I'll be working with you via that.

      Thanks!
      K
      • Kenan12
      • June 7, 2023

      Hi,

      I have the same problem as Roberta's. I am creating a ticket via the channel framework by setting the external_id field. After that when I get the ticket details the external_id field is empty. It's important to get & set the external_id for my application.

      Could anyone help about this problem?

      Greg29
      • Greg29
      • June 7, 2023

      Hi Kenan! I checked the previous conversation and it looks like this is currently expected behavior, but the product teams were going to investigate this for future development. I can't speak to any timeline at this point unfortunately, so that is currently all of the information that I have on the topic. If I hear anything else, I will make sure to drop an update!

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