Side Conversation Events

The email or Slack 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 ticketID 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 \u003cstrong\u003eburning\u003c/strong\u003e",
    "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

Using curl

curl https://{subdomain}.zendesk.com/api/v2/tickets/{ticket_id}/side_conversations/{side_conversation_id}/events.json \
  -v -u {email_address}:{password}

Example Response

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 \u003cstrong\u003eburning\u003c/strong\u003e",
        "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 Usage Notes.

Allowed for

• Admins

Parameters

Name	Type	In	Required	Description
unix_time	integer	Query	true	A query start time for incremental exports

Using curl

curl https://{subdomain}.zendesk.com/api/v2/tickets/side_conversations/events.json?start_time=1332034771 \
  -v -u {email_address}:{password}

Example Response

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 \u003cstrong\u003eburning\u003c/strong\u003e",
        "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"
}