Zendesk Apps framework ticket.conversation method bug | Community
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Zendesk Apps framework ticket.conversation method bug

  • October 12, 2023
  • 9 replies
  • 0 views
Surabhi

Greetings!!

I have a ticket which have two messages, but ticket.conversation method is returning me second message as blank message. This is happening with all the tickets which have message from zendesk itself. Attaching a screenshot, please let me know how can I tackle this:

    9 replies

    Tipene
    • Tipene
    • October 18, 2023

    Hey Surabhi,

    I'm following this up with the team responsible for the ticket.conversation property and will get back to you with more information as soon as I can.

    Thanks!

    Tipene

    Nhia
    • Nhia
    • October 27, 2023
    Hello Surabhi,
     
    Our development team have begun investigating this issue however we'll require account assumption access to your Support account in order to investigate the issue further.
     
    Can you please help to enable account assumption access for us for one week?
     
    In addition to this can you please also help to confirm:
     
    • The test ticket ID per the screenshots shared previously?
    • Other sample tickets that exhibit the same behaviour as well.
     
    Your cooperation and assistance is much appreciated!
    Nhia
    • Nhia
    • November 7, 2023
    Hello Surabhi,
     
    We just wanted to reach out again regarding this issue to see if you've had a chance to follow up regarding my previous message.
     
    As we haven't heard back from you in a while we'll tentatively mark this request as solved for now but if you still needed our assistance please feel free to reach out to us again via our in product messaging and we will be glad to assist!
    Surabhi
    • Surabhi
    • Author
    • December 7, 2023

    Hey Tipene & Nhia,

    Thanks for the response!

    So sorry for inconvience as I was not avialble. I am facing same issue till now. I have  enable account assumption for 1 week. Now what I have to do?

     

    Thanks again!

    Surabhi
    • Surabhi
    • Author
    • December 7, 2023
    • The test ticket ID per the screenshots shared previously?

    https://d3v-creativebuffer.zendesk.com/agent/tickets/29

    • Other sample tickets that exhibit the same behaviour as well.

    https://d3v-creativebuffer.zendesk.com/agent/tickets/51

    Tipene
    • Tipene
    • December 18, 2023
    Hey Surabhi,
     
    Thanks for getting back to us!
     
    I'm going to re-open this issue with the dev team who support this area. I'll let you know once I have more information from them on what is needed from your side.
     
    Thanks!
     
    Tipene
    Surabhi
    • Surabhi
    • Author
    • December 20, 2023

    Thanks Tipene! Looking forward to hearing from you

    Surabhi
    • Surabhi
    • Author
    • December 20, 2023

    Hey Tipene,

    I just want to inform you that I have raised one more ticket . No one is replying on attached ticket that bug is also improtant for me. Please let me know if you can also help me with this ticket.

    Thanks

    Tipene
    • Tipene
    • January 9, 2024

    Hey Surabhi,

    Happy New Year!

    Just circling back here to let you know that a card has been opened for this work. I'll let you know as soon as I have an ETA for this to be completed. I understand this has been ongoing for some time so I'll be pushing to have this completed ASAP.

    Thanks!

    Tipene

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