Side Conversation Events
The messages that make up a side conversation are recorded as events.
JSON format
Side Conversation Events are represented as JSON objects with the following properties:
Name | Type | Read-only | Mandatory | Description |
---|---|---|---|---|
actor | object | true | false | The participant who created the event. See Participants |
created_at | string | true | false | The time the side converation event was created |
id | string | true | false | Automatically assigned when the event is created |
message | object | true | false | Events of type "create" and "reply" have a message. See Messages |
side_conversation_id | string | true | false | The id of the side conversation the event belongs to |
ticket_id | integer | true | false | The parent ticket id of the side conversation |
type | string | true | false | The type of event |
updates | object | true | false | Events of type "update" have fields here. See Updates |
url | string | true | false | The API url of the side conversation |
via | string | true | false | The channel used when creating the event. See the Via object reference |
Messages
The message
object has the following properties:
Name | Type | Mandatory | Comment |
---|---|---|---|
subject | string | no | The subject of the message |
preview_text | string | no | A plain text string describing the message |
body | string | no | The plain text version of the body of the message |
html_body | string | no | The HTML version of the body of the message |
from | object | no | The participant who sent the message. See Participants |
to | array | yes | The list of participants the message was sent to. See Participants |
external_ids | object | no | A key-value object where all values are strings. Used for metadata |
Updates
The updates
object has the following properties:
Name | Type | Comment |
---|---|---|
state | string | The state of the side conversation. Possible values: "open", "closed" |
subject | string | The subject of the side conversation |
Example
{
"actor": {
"email": "[email protected]",
"name": "Johnny Agent",
"user_id": 35436
},
"created_at": "2018-11-20T16:58:36.453+00:00",
"id": "8566255a-ece5-11e8-857d-493066fa7b17",
"message": {
"body": "I was trying to print an email when the printer suddenly started burning",
"from": {
"email": "[email protected]",
"name": "Johnny Agent",
"user_id": 35436
},
"html_body": "I was trying to print an email when the printer suddenly started <strong>burning</strong>",
"preview_text": "I was trying to print an email when the printer suddenly",
"subject": "Help, my printer is on fire!",
"to": [
{
"email": "[email protected]",
"name": null,
"user_id": null
}
],
"via": "support"
},
"side_conversation_id": "8566255a-ece5-11e8-857d-493066fa7b17",
"type": "reply",
"via": "support"
}
List Side Conversation Events
GET /api/v2/tickets/{ticket_id}/side_conversations/{side_conversation_id}/events
Returns a list of side conversation events on the side conversation.
You can sideload side conversations.
Allowed For
- Agents
Parameters
Name | Type | In | Required | Description |
---|---|---|---|---|
side_conversation_id | string | Path | true | The id of the side conversation |
ticket_id | integer | Path | true | The id of the ticket |
Code Samples
curl
curl https://{subdomain}.zendesk.com/api/v2/tickets/{ticket_id}/side_conversations/{side_conversation_id}/events.json \
-v -u {email_address}/token:{api_token}
Go
import (
"fmt"
"io"
"net/http"
)
func main() {
url := "https://support.zendesk.com/api/v2/tickets/1/side_conversations/e9ad3991-35e8-445e-a8cc-3d56862cb1f7/events"
method := "GET"
req, err := http.NewRequest(method, url, nil)
if err != nil {
fmt.Println(err)
return
}
req.Header.Add("Content-Type", "application/json")
req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"
client := &http.Client {}
res, err := client.Do(req)
if err != nil {
fmt.Println(err)
return
}
defer res.Body.Close()
body, err := io.ReadAll(res.Body)
if err != nil {
fmt.Println(err)
return
}
fmt.Println(string(body))
}
Java
import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://support.zendesk.com/api/v2/tickets/1/side_conversations/e9ad3991-35e8-445e-a8cc-3d56862cb1f7/events")
.newBuilder();
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());
Request request = new Request.Builder()
.url(urlBuilder.build())
.method("GET", null)
.addHeader("Content-Type", "application/json")
.addHeader("Authorization", basicAuth)
.build();
Response response = client.newCall(request).execute();
Nodejs
var axios = require('axios');
var config = {
method: 'GET',
url: 'https://support.zendesk.com/api/v2/tickets/1/side_conversations/e9ad3991-35e8-445e-a8cc-3d56862cb1f7/events',
headers: {
'Content-Type': 'application/json',
'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
},
};
axios(config)
.then(function (response) {
console.log(JSON.stringify(response.data));
})
.catch(function (error) {
console.log(error);
});
Python
import requests
from requests.auth import HTTPBasicAuth
url = "https://support.zendesk.com/api/v2/tickets/1/side_conversations/e9ad3991-35e8-445e-a8cc-3d56862cb1f7/events"
headers = {
"Content-Type": "application/json",
}
email_address = 'your_email_address'
api_token = 'your_api_token'
# Use basic authentication
auth = HTTPBasicAuth(f'{email_address}/token', api_token)
response = requests.request(
"GET",
url,
auth=auth,
headers=headers
)
print(response.text)
Ruby
require "net/http"
require "base64"
uri = URI("https://support.zendesk.com/api/v2/tickets/1/side_conversations/e9ad3991-35e8-445e-a8cc-3d56862cb1f7/events")
request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")
email = "your_email_address"
api_token = "your_api_token"
credentials = "#{email}/token:#{api_token}"
encoded_credentials = Base64.strict_encode64(credentials)
request["Authorization"] = "Basic #{encoded_credentials}"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
http.request(request)
end
Example response(s)
200 OK
// Status 200 OK
{
"count": 1,
"events": [
{
"actor": {
"email": "[email protected]",
"name": "Johnny Agent",
"user_id": 35436
},
"created_at": "2018-11-20T16:58:36.453+00:00",
"id": "8566255a-ece5-11e8-857d-493066fa7b17",
"message": {
"body": "I was trying to print an email when the printer suddenly started burning",
"from": {
"email": "[email protected]",
"name": "Johnny Agent",
"user_id": 35436
},
"html_body": "I was trying to print an email when the printer suddenly started <strong>burning</strong>",
"preview_text": "I was trying to print an email when the printer suddenly",
"subject": "Help, my printer is on fire!",
"to": [
{
"email": "[email protected]",
"name": null,
"user_id": null
}
],
"via": "support"
},
"side_conversation_id": "8566255a-ece5-11e8-857d-493066fa7b17",
"type": "reply",
"via": "support"
}
],
"next_page": null,
"previous_page": null
}
Incremental Side Conversation Event Export
GET /api/v2/tickets/side_conversations/events?unix_time={unix_time}
Returns the side conversation events created since the start time. See start_time.
Allowed for
- Admins
Parameters
Name | Type | In | Required | Description |
---|---|---|---|---|
unix_time | integer | Query | true | A query start time for incremental exports |
Code Samples
curl
curl https://{subdomain}.zendesk.com/api/v2/tickets/side_conversations/events.json?start_time=1332034771 \
-v -u {email_address}/token:{api_token}
Go
import (
"fmt"
"io"
"net/http"
)
func main() {
url := "https://support.zendesk.com/api/v2/tickets/side_conversations/events?unix_time=1383685952"
method := "GET"
req, err := http.NewRequest(method, url, nil)
if err != nil {
fmt.Println(err)
return
}
req.Header.Add("Content-Type", "application/json")
req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"
client := &http.Client {}
res, err := client.Do(req)
if err != nil {
fmt.Println(err)
return
}
defer res.Body.Close()
body, err := io.ReadAll(res.Body)
if err != nil {
fmt.Println(err)
return
}
fmt.Println(string(body))
}
Java
import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://support.zendesk.com/api/v2/tickets/side_conversations/events")
.newBuilder()
.addQueryParameter("unix_time", "1383685952");
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());
Request request = new Request.Builder()
.url(urlBuilder.build())
.method("GET", null)
.addHeader("Content-Type", "application/json")
.addHeader("Authorization", basicAuth)
.build();
Response response = client.newCall(request).execute();
Nodejs
var axios = require('axios');
var config = {
method: 'GET',
url: 'https://support.zendesk.com/api/v2/tickets/side_conversations/events',
headers: {
'Content-Type': 'application/json',
'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
},
params: {
'unix_time': '1383685952',
},
};
axios(config)
.then(function (response) {
console.log(JSON.stringify(response.data));
})
.catch(function (error) {
console.log(error);
});
Python
import requests
from requests.auth import HTTPBasicAuth
url = "https://support.zendesk.com/api/v2/tickets/side_conversations/events?unix_time=1383685952"
headers = {
"Content-Type": "application/json",
}
email_address = 'your_email_address'
api_token = 'your_api_token'
# Use basic authentication
auth = HTTPBasicAuth(f'{email_address}/token', api_token)
response = requests.request(
"GET",
url,
auth=auth,
headers=headers
)
print(response.text)
Ruby
require "net/http"
require "base64"
uri = URI("https://support.zendesk.com/api/v2/tickets/side_conversations/events")
uri.query = URI.encode_www_form("unix_time": "1383685952")
request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")
email = "your_email_address"
api_token = "your_api_token"
credentials = "#{email}/token:#{api_token}"
encoded_credentials = Base64.strict_encode64(credentials)
request["Authorization"] = "Basic #{encoded_credentials}"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
http.request(request)
end
Example response(s)
200 OK
// Status 200 OK
{
"count": 1,
"end_time": 1383685952,
"events": [
{
"actor": {
"email": "[email protected]",
"name": "Johnny Agent",
"user_id": 35436
},
"created_at": "2018-11-20T16:58:36.453+00:00",
"id": "8566255a-ece5-11e8-857d-493066fa7b17",
"message": {
"body": "I was trying to print an email when the printer suddenly started burning",
"from": {
"email": "[email protected]",
"name": "Johnny Agent",
"user_id": 35436
},
"html_body": "I was trying to print an email when the printer suddenly started <strong>burning</strong>",
"preview_text": "I was trying to print an email when the printer suddenly",
"subject": "Help, my printer is on fire!",
"to": [
{
"email": "[email protected]",
"name": null,
"user_id": null
}
],
"via": "support"
},
"side_conversation_id": "8566255a-ece5-11e8-857d-493066fa7b17",
"type": "reply",
"via": "support"
}
],
"next_page": "https://{subdomain}.zendesk.com/api/v2/tickets/side_conversations/events.json?start_time=1383685952"
}