Best API for Messaging in Zendesk
Which API should I use for messaging in Zendesk?
For messaging in Zendesk, you should use the Ticket Audits API.
While the Chat API endpoints, like the Real Time Chat API, are not applicable for messaging, you can still access persistent messages from messaging channels in tickets using the Ticket Audits API. This API allows you to retrieve ticket audits, which include messaging data. If you have omnichannel routing enabled, you might also consider using the Omnichannel API, which provides information related to agent details rather than conversations. For more details, you can refer to the originalZendesk article.
More related questions
Can I use the Chat API for messaging in Zendesk?
No, the Chat API is not suitable for messaging in Zendesk. The Chat API endpoints, such as the Real Time Chat API, are specifically designed for chat and do not apply to messaging. Zendesk does not support real-time APIs for messaging, so you will…
How can I retrieve historical messaging volume in Zendesk?
To retrieve historical messaging volume, use the Ticket Events API. Although there isn't a specific API endpoint for historical messaging volume, you can use the Ticket Events API to gather information about events on tickets, including…
Is the Ticket Events API suitable for all channels in Zendesk?
Yes, the Ticket Events API can be used for all channels in Zendesk. If you have omnichannel enabled with Agent Workspaces, the Ticket Events API is a suitable choice for retrieving data across various channels, including email, messaging, and talk….
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