When viewing tickets through the API that have come via channel "chat" the assignee_id is not the same as the agent in the chat. Is there any way to link the agents in Zendesk Chat with those of Zendesk Support?
Zendesk Chat - Assignee doesn't match chat agent
Hi Nick! Could you give me some more information about what you mean by linking them? I ask because there isn't an easy way to accomplish this, so with more information about what you're hoping to do with this, I may be able to come up with a solution for you!
I mean being able to see in the API what Zendesk agent is actually conducting the chat. The assignee_id on chat tickets is incorrect.
I'm looking at the chat "tickets" in the normal Zendesk Support API. Not the Zendesk (Zopim chat) API. Myself and several of our customers have found the assignee_id is specific to Support and doesn't match the agent in the Chat, so in fact it's the other way around to what you're stating. I just wanted to know if it was possible to see the support agent from a chat ticket within the Zendesk Support API. This was to avoid the development cost of creating a completely separate integration for our customers to use Zendesk Chat, but it appears that might be the only solution.
I might be misunderstanding the situation, so I'll go ahead and open up a ticket so that I can see what you're referring to. I'll ask you to provide some ticket examples, as well as assume access into your account. I'll provide the details of how to do that in the ticket.
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assignee_idisn't incorrect, it's just specific to the Chat API, not Support. If you need to lookup the agent that was assigned to the chat, you can use this API.