Enrich Conversations in Zendesk QA via API

How can I enrich conversations in Zendesk QA using the API?

You can enrich conversations in Zendesk QA by sending additional data via API. This is particularly useful if your help desk integration doesn't expose all necessary fields or if the data isn't stored in your help desk. By sending data to the API, Zendesk QA will associate this metadata with the relevant conversation and its messages, displaying them directly within the platform.

To get started, you'll need an API token from your Custom Integration, a connection ID, and the external ID of the conversation you want to enrich. Once you have these, you can send a POST request to the specified endpoint with the necessary data, such as CSAT scores and comments. For more details, check out theoriginal link.

More related questions

What do I need to prepare before sending data to Zendesk QA via API?

Before sending data to Zendesk QA via API, you need to prepare a few key items. First, obtain the API token from your Custom Integration. You can find instructions on setting up a Custom Integration in the Zendesk documentation. Next, you'll need…

How do I send additional data like CSAT scores to Zendesk QA?

To send additional data such as CSAT scores to Zendesk QA, you need to make a POST request to a specific endpoint. This process involves preparing your API token, connection ID, and the external conversation ID. Once you have these, send a POST…

What happens if I only send the ticket ID when enriching a conversation?

If you only send the ticket ID when enriching a conversation in Zendesk QA, the platform will display the CSAT score and/or message in the conversation details section. This allows you to enhance the conversation with additional context without…