Side Conversations Events

Participant Objects

Both in side conversations and in side converation events we use the concept of participants. A participant can be a Support user, but it can also be a user identified only by email address. So in multiple places in the API we have participants with optional user ids.

The structure of a participant object is as follows:

Name Type Mandatory Comment
user_id integer no If the participant is an agent, this will be the ID of that agent
name string no The name of the participant
email string no The email address of the participant

JSON Format

Side conversation events are represented as JSON objects with the following keys:

Name Type Comment
id string Automatically assigned when the event is created
url string The API url of the side conversation
side_conversation_id string The ID of the side conversation the event belongs to
actor hash The participant who created the event. See Participant Objects
type string The type of event. Possible values: create, update, reply
via string The channel used when creating the event. Possible values: support, email, api
message hash Events of type create, and reply have a message. See Message Objects
updates hash Events of type update have fields here. See Updates Objects
created_at date The time the side converation event was created
Message Objects

The structure of the message object is as follows:

Name Type Mandatory Comment
subject string no The subject of the message
preview_text string no A plain text 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 Participant Objects
to array yes The list of participants the message was sent to. See Participant Objects
Updates Objects

The structure of the message object is as follows:

Name Type Comment
state string The state of the side conversation. Possible values: open, closed
subject string The subject of the side conversation
Example
{
  "id": "8566255a-ece5-11e8-857d-493066fa7b17",
  "url": "https://company.zendesk.com/api/v2/tickets/1/side_conversations/8566255a-ece5-11e8-857d-493066fa7b17/events/8566255a-ece5-11e8-857d-493066fa7b17",
  "side_conversation_id": "8566255a-ece5-11e8-857d-493066fa7b17",
  "created_at": "2018-11-20T16:58:36.453+00:00"
  "type": "reply",
  "via": "support",
  "actor": {
    "user_id": 35436,
    "name": "Johnny Agent",
    "email": "johnny@example.com"
  },
  "message": {
    "subject": "Help, my printer is on fire!",
    "preview_text": "I was trying to print an email when the printer suddenly",
    "body": "I was trying to print an email when the printer suddenly started burning",
    "html_body": "I was trying to print an email when the printer suddenly started <strong>burning</strong>",
    "from": {
      "user_id": 35436,
      "name": "Johnny Agent",
      "email": "johnny@example.com"
    },
    "to": [
      {
        "user_id": null,
        "name": null,
        "email": "bob@example.com"
      }
    ],
    "via": "support"
  }
}

List Side Conversation Events

GET /api/v2/tickets/{ticket_id}/side_conversations/{side_conversation_id}/events.json

Returns a list of side conversation events on the side conversation.

Allowed for
  • Agents

Show Side Conversation Event

GET /api/v2/tickets/{ticket_id}/side_conversations/{side_conversation_id}/events/{event_id}.json

Returns a side conversation event.

Allowed for
  • Agents