Handling Chat Transcripts in Zendesk Ticket Comments
How does Zendesk handle chat transcripts in the ticket comments endpoint?
In Zendesk, chat transcripts are not directly visible in the ticket comments endpoint. Instead, the chat event data is backfilled into the first private ticket comment after the chat ends.
The initial comment will only show the ticket creation, including the ticket subject and URL link, but not the chat transcript. If public transcripts are enabled, the entire transcript will be added as a second event after the conversation ends, and this public transcript counts as a ticket comment. This setup ensures that the chat details are organized and accessible in the Support UI.
More related questions
What chat events are visible in the Zendesk API using the ticket comments endpoint?
When using the ticket comments endpoint in Zendesk, the initial comment will only show the ticket creation. This is because the chat event data is backfilled into the first private ticket comment after the chat ends, and the chat transcript does…
What information is included in the first comment of a Zendesk chat ticket?
The first comment of a Zendesk chat ticket includes the ticket creation details, such as the ticket subject and URL link. However, it does not include the initial lines of the conversation, the chat start time, or the agent who served the chat….
Can I see the full chat transcript in the Zendesk ticket comments endpoint?
You cannot see the full chat transcript directly in the Zendesk ticket comments endpoint. The initial comment only shows the ticket creation details. However, if public transcripts are enabled, the entire transcript will be added as a second event…
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