Ticket Comments

Ticket comments represent the conversation between requesters, collaborators, and agents. Comments can be public or private.

For information on comments in requests as opposed to tickets, see Request comments.

Creating ticket comments

Ticket comments, including voice comments, are created with the Tickets API, not the Ticket Comments API described in this document. The Tickets Comments API has no endpoint to create comments.

Ticket comments are created by including a comment object in the ticket object when creating or updating the ticket. Example:

curl https://{subdomain}.zendesk.com/api/v2/tickets/{id}.json \
  -d '{"ticket": {"comment": { "body": "The smoke is very colorful.", "author_id": 494820284 }}}' \
  -H "Content-Type: application/json" \
  -v -u {email_address}/token:{api_token} -X PUT

To learn more, see Adding voice comments to tickets.

Note: A ticket can contain up to 5000 comments in total, including both public and private comments. Once this limit is reached, any additional attempts to add comments results in a 422 error. The ticket can still be updated in other ways, provided that no new comments are added.

See also the following reference documentation:

• Create Ticket
• Update Ticket

JSON format

Ticket Comments are represented as JSON objects with the following properties:

Name	Type	Read-only	Mandatory	Description
attachments	array	true	false	Attachments, if any. See Attachment
audit_id	integer	true	false	The id of the ticket audit record. See Show Audit
author_id	integer	false	false	The id of the comment author. See Author id
body	string	false	false	The comment string. See Bodies
created_at	string	true	false	The time the comment was created
html_body	string	false	false	The comment formatted as HTML. See Bodies
id	integer	true	false	Automatically assigned when the comment is created
metadata	object	true	false	System information (web client, IP address, etc.) and comment flags, if any. See Comment flags
plain_body	string	true	false	The comment presented as plain text. See Bodies
public	boolean	false	false	true if a public comment; false if an internal note. The initial value set on ticket creation persists for any additional comment unless you change it
type	string	true	false	Comment or VoiceComment. The JSON object for adding voice comments to tickets is different. See Adding voice comments to tickets
uploads	array	false	false	List of tokens received from uploading files for comment attachments. The files are attached by creating or updating tickets with the tokens. See Attaching files in Tickets
via	object	false	false	Describes how the object was created. See the Via object reference

Author id

If you set the author_id, the user with the id is shown as the author of the comment. However, this user is not considered the updater of the ticket. The authenticated user making the API request is the updater. This has implications for business rules and views, such as the requester updated attribute and current user conditions.

Bodies

To submit a ticket comment, use only body or html_body in your inbound API call. plain_body is not supported. If you pass a plain_body parameter in an API to create a comment, it is stripped out.

If you use body, multiple consecutive spaces are collapsed into a single space and multiple consecutive newline ("\n") characters are collapsed into a single newline. To preserve your spacing, use alternating space and non-breaking space characters (you must use the Unicode \u00a0 and not  ). To preserve your line breaks, enter an extra space after "\n". For example, to generate three empty lines, use "\n \n \n".

If you use html_body (recommended for Agent Workspace), you can use standard HTML syntax for comment formatting, including <br> for line breaks.

The comment body is presented as plain_body, body, or html_body. html_body is the least sanitized option; plain_body is the most sanitized. Text input in body defaults to plain_body if there's an error in sanitizing.

For example, if you include HTML in the body, the HTML will be stripped out. Use html_body instead of body to include HTML. Example:

"html_body": "<p>This comment uses <strong>html</strong> for formatting.</p>"

Markdown formatting is supported in body but not in html_body. Markdown formatting in body renders only if the comment author is an agent. To format end user comments, use html_body and HTML. Example:

"body": "This comment uses **Markdown** for formatting."

You can include ticket placeholders in the body or html_body. Example:

"body": "This comment uses the {{ticket.id}} placeholder."

When the request is processed, the placeholder is replaced by a value if one is available. If the placeholder is not supported (example, {{fake}}), the placeholder is stripped out.

Note: If you want to display double curly brackets in the comment, use html_body with HTML code tags (<code>{{fake}}</code>). You can also escape placeholders in body with double backslashes (\\{{fake}}). Though the placeholder won't appear in the response, it will appear in the ticket in Agent Workspace.

Body size limits

Ticket comment bodies are limited to 64kB. Any characters exceeding this limit are truncated. No error is reported.

Comment flags

Each comment can be flagged by Zendesk for several reasons. If the comment is flagged, the metadata property will have a flags array with any of the following values:

Value	Reason for flag
0	Zendesk is unsure the comment should be trusted
2	The comment author was not part of the conversation. Learn more
3	The comment author was not signed in when the comment was submitted. Learn more
4	The comment was automatically generated. Automatic email notifications have been suppressed. Learn more
5	The attached file was rejected because it's too big
11	This comment was submitted by the user on behalf of the author. Note: Flags are not added when admins comment on behalf of agents or end users, and when agents comment on behalf of end users. See Requesters and submitters
14	This message might not have been sent by the user
16	Requester's name has been truncated. Please edit the name or mark as spam
17	This is a private comment created by an end user. Learn more
18	Some email recipients were excluded from CCs due to the limit of CCs per email. View the original email for the full list. Learn more
20	To protect your agents, we suspended the ability of the user in this Reply-to address to perform certain actions. Learn more
21	We flagged this comment because the From and Reply-to in the messages don’t match. See Reply-to addresses
22	User has yet to confirm ownership of the address used to deliver the email. Learn more

A flags_options object will also be included with additional information about the flags.

The flags and flags_options properties are omitted if there are no flags.

Example

metadata: {
  system: { ... },
  flags: [2,5],
  "flags_options": {
    "2": {
      "trusted": false
    },
    "5": {
      "message": {
        "file": "printer_manual.pdf",
        "account_limit": "20"
      },
      "trusted": false
    }
  },
  "trusted": false,
  "suspension_type_id": null
}

Example

{
  "attachments": [
    {
      "content_type": "text/plain",
      "content_url": "https://company.zendesk.com/attachments/crash.log",
      "file_name": "crash.log",
      "id": 498483,
      "size": 2532,
      "thumbnails": []
    }
  ],
  "author_id": 123123,
  "body": "Thanks for your help!",
  "created_at": "2009-07-20T22:55:29Z",
  "id": 1274,
  "metadata": {
    "system": {
      "client": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/61.0.3163.100 Safari/537.36",
      "ip_address": "1.1.1.1",
      "latitude": -37.000000000001,
      "location": "Melbourne, 07, Australia",
      "longitude": 144.0000000000002
    },
    "via": {
      "channel": "web",
      "source": {
        "from": {},
        "rel": "web_widget",
        "to": {}
      }
    }
  },
  "public": true,
  "type": "Comment"
}

List Comments

• GET /api/v2/tickets/{ticket_id}/comments

Returns the comments added to the ticket.

Each comment may include a content_url for an attachment or a recording_url for a voice comment that points to a file that may be hosted externally. For security reasons, take care not to inadvertently send Zendesk authentication credentials to third parties when attempting to access these files. See Working with url properties.

Pagination

• Cursor pagination (recommended)
• Offset pagination

See Pagination.

Returns a maximum of 100 records per page.

Sorting

By default, comments are sorted by creation date in ascending order.

When using cursor pagination, use the following parameter to change the sort order:

Name	Type	Required	Comments
sort	string	no	Possible values are "created_at" (ascending order) or "-created_at" (descending order)

When using offset pagination, use the following parameters to change the sort order:

Name	Type	Required	Comments
sort_order	string	no	One of asc, desc. Defaults to asc

Allowed For

• Agents

Parameters

Name	Type	In	Required	Description
include	string	Query	false	Accepts "users". Use this parameter to list email CCs by side-loading users. Example: ?include=users. Note: If the comment source is email, a deleted user will be represented as the CCd email address. If the comment source is anything else, a deleted user will be represented as the user name.
include_inline_images	boolean	Query	false	Default is false. When true, inline images are also listed as attachments in the response
ticket_id	integer	Path	true	The ID of the ticket

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/tickets/{ticket_id}/comments.json \
  -H "Content-Type: application/json" -v -u {email_address}/token:{api_token}

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://example.zendesk.com/api/v2/tickets/123456/comments?include=&include_inline_images="
	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://example.zendesk.com/api/v2/tickets/123456/comments")
		.newBuilder()
		.addQueryParameter("include", "")
		.addQueryParameter("include_inline_images", "");
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://example.zendesk.com/api/v2/tickets/123456/comments',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
  },
  params: {
    'include': '',
    'include_inline_images': '',
  },
};

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://example.zendesk.com/api/v2/tickets/123456/comments?include=&include_inline_images="
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://example.zendesk.com/api/v2/tickets/123456/comments")
uri.query = URI.encode_www_form("include": "", "include_inline_images": "")
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

{
  "comments": [
    {
      "attachments": [
        {
          "content_type": "text/plain",
          "content_url": "https://company.zendesk.com/attachments/crash.log",
          "file_name": "crash.log",
          "id": 498483,
          "size": 2532,
          "thumbnails": []
        }
      ],
      "audit_id": 432567,
      "author_id": 123123,
      "body": "Thanks for your help!",
      "created_at": "2009-07-20T22:55:29Z",
      "id": 1274,
      "metadata": {
        "system": {
          "client": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/61.0.3163.100 Safari/537.36",
          "ip_address": "1.1.1.1",
          "latitude": -37.000000000001,
          "location": "Melbourne, 07, Australia",
          "longitude": 144.0000000000002
        },
        "via": {
          "channel": "web",
          "source": {
            "from": {},
            "rel": "web_widget",
            "to": {}
          }
        }
      },
      "public": true,
      "type": "Comment"
    }
  ]
}

Count Ticket Comments

• GET /api/v2/tickets/{ticket_id}/comments/count
• GET /api/v2/tickets/{ticket_id}/comments/count

Returns an approximate count of the comments added to the ticket. If the count exceeds 100,000, the count will return a cached result. This cached result will update every 24 hours.

The count[refreshed_at] property is a timestamp that indicates when the count was last updated.

Note: When the count exceeds 100,000, count[refreshed_at] may occasionally be null. This indicates that the count is being updated in the background, and count[value] is limited to 100,000 until the update is complete.

Allowed For

• Agents

Parameters

Name	Type	In	Required	Description
ticket_id	integer	Path	true	The ID of the ticket

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/tickets/{ticket_id}/comments/count.json \
  -v -u {email_address}/token:{api_token}

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://example.zendesk.com/api/v2/tickets/123456/comments/count"
	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://example.zendesk.com/api/v2/tickets/123456/comments/count")
		.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://example.zendesk.com/api/v2/tickets/123456/comments/count',
  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://example.zendesk.com/api/v2/tickets/123456/comments/count"
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://example.zendesk.com/api/v2/tickets/123456/comments/count")
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": {
    "refreshed_at": "2020-04-06T02:18:17Z",
    "value": 12
  }
}

Make Comment Private

• PUT /api/v2/tickets/{ticket_id}/comments/{ticket_comment_id}/make_private

Allowed For

• Agents

Parameters

Name	Type	In	Required	Description
ticket_comment_id	integer	Path	true	The ID of the ticket comment
ticket_id	integer	Path	true	The ID of the ticket

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/tickets/{ticket_id}/comments/{ticket_comment_id}/make_private.json \
  -v -u {email_address}/token:{api_token} -X PUT -d '{}' -H "Content-Type: application/json"

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://example.zendesk.com/api/v2/tickets/123456/comments/35436/make_private"
	method := "PUT"
	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://example.zendesk.com/api/v2/tickets/123456/comments/35436/make_private")
		.newBuilder();
RequestBody body = RequestBody.create(MediaType.parse("application/json"),
		"""
""");
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("PUT", body)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'PUT',
  url: 'https://example.zendesk.com/api/v2/tickets/123456/comments/35436/make_private',
  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://example.zendesk.com/api/v2/tickets/123456/comments/35436/make_private"
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(
	"PUT",
	url,
	auth=auth,
	headers=headers
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://example.zendesk.com/api/v2/tickets/123456/comments/35436/make_private")
request = Net::HTTP::Put.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

null

Redact Ticket Comment In Agent Workspace

• PUT /api/v2/comment_redactions/{ticket_comment_id}

Redaction allows you to permanently remove words, strings, or attachments from a ticket comment.

In the html_body of the comment, wrap the content you want redacted in <redact> tags. Example:

{
  "html_body": "<div class=\"zd-comment\" dir=\"auto\">My ID number is <redact>847564</redact>!</div>",
  "ticket_id":100
}

The characters in the redact tag will be replaced by the ▇ symbol.

To redact HTML elements such inline images, anchor tags, and links, add the redact tag attribute to the element as well as the <redact> tag to inner text, if any. Example:

<a href="http://example.com" redact><redact>some link</redact></a>

The redact attribute only redacts the tag. Any inner text will be left behind if not enclosed in a <redact> tag.

Redaction is permanent and can not be undone. Data is permanently deleted from Zendesk servers with no way to recover it.

This endpoint provides all the same functionality that the Redact String in Comment endpoint provides, plus:

• Redaction of comments in closed tickets

• Redaction of comments in archived tickets

• Redaction of formatted text (bold, italics, hyperlinks)

Limitations: When content is redacted from an email comment, the content is also redacted from the original email through a background job. It may take a while for the changes to be completed.

Note: We recommend using this endpoint instead of the Redact String in Comment endpoint, which will eventually be deprecated.

Allowed For

• Agents

Agent Workspace must be enabled on the account. For professional accounts, deleting tickets must be enabled for agents. On Enterprise accounts, you can assign agents to a custom role with permissions to redact ticket content.

Request Body Properties

Name	Type	Required	Description
ticket_id	integer	true	The ID of the ticket
html_body	string	false	The html_body of the comment containing <redact> tags or redact attributes
external_attachment_urls	array	false	Array of attachment URLs belonging to the comment to be redacted. See content_url property of Attachment

Parameters

Name	Type	In	Required	Description
ticket_comment_id	integer	Path	true	The ID of the ticket comment

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/comment_redactions/{ticket_comment_id}.json \
  -H "Content-Type: application/json" -v -u {email_address}/token:{api_token} -X PUT \
  -d '{"html_body":"<div class=\"zd-comment\" dir=\"auto\">My ID number is <redact>847564</redact>!</div>", "ticket_id": 100 }'

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://example.zendesk.com/api/v2/comment_redactions/35436"
	method := "PUT"
	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://example.zendesk.com/api/v2/comment_redactions/35436")
		.newBuilder();
RequestBody body = RequestBody.create(MediaType.parse("application/json"),
		"""
""");
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("PUT", body)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'PUT',
  url: 'https://example.zendesk.com/api/v2/comment_redactions/35436',
  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://example.zendesk.com/api/v2/comment_redactions/35436"
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(
	"PUT",
	url,
	auth=auth,
	headers=headers
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://example.zendesk.com/api/v2/comment_redactions/35436")
request = Net::HTTP::Put.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

{
  "comment": {
    "attachments": [],
    "author_id": 123,
    "id": 100,
    "plain_body": "My ID number is ▇▇▇▇!",
    "public": true,
    "type": "Comment"
  }
}

Redact Chat Comment

• PUT /api/v2/chat_redactions/{ticket_id}

Permanently removes words or strings from a chat ticket's comment.

Wrap <redact> tags around the content in the chat comment you want redacted. Example:

{
  "text": "My ID number is <redact>847564</redact>!"
}

The characters contained in the tag will be replaced by the ▇ symbol.

Note: This does not work on active chats. For chat tickets that predate March 2020, consider using Redact Ticket Comment In Agent Workspace.

Allowed For

• Agents

Agent Workspace must enabled for the account. Deleting tickets must be enabled for agents.

Request Body Properties

Name	Type	Required	Description
chat_id	string	true	The chat_id in the ChatStartedEvent event in the ticket audit. See Ticket Audits
chat_index	integer	false	The chat_index in the ChatMessage event in the ticket audit. See Ticket Audits. Mandatory if message_id is not used
message_id	string	false	The message_id of the ChatMessage event in the ticket audit that is part of a ChatStartedEvent history. Used when redacting a ChatMessage that is part of a conversation history. Mandatory if chat_index is not used
text	string	true	The message in the ChatMessage event in the ticket audit. See Ticket Audits. Wrap message with <redact> tags

To get the required body properties, make a request to the Ticket Audit endpoint. Example response:

Status 200 OK
{
  "audits": [
    "events": [
      {
        "id": 1932802680168,
        "type": "ChatStartedEvent",
        "value": {
          "visitor_id": "10502823-16EkM3T6VNq7KMd",
          "chat_id": "2109.10502823.Sjuj2YrBpXwei",
          "history": [
            {
              "chat_index": 0,
              "type": "ChatMessage",
              "message": "My ID number is 847564!"
            }
          ]
        }
      }
    ]
  ]
}

Parameters

Name	Type	In	Required	Description
ticket_id	integer	Path	true	The ID of the ticket

Code Samples

curl

# Example with chat_index
curl https://{subdomain}.zendesk.com/api/v2/chat_redactions/{ticket_id}.json \
  -H "Content-Type: application/json" -v -u {email_address}/token:{api_token} -X PUT \
  -d '{"chat_id":"2109.10502823.Sjuj2YrBpXwei", "chat_index": 0, "text": "My ID number is <redact>847564</redact>!" }'

# Example with message_id
curl https://{subdomain}.zendesk.com/api/v2/chat_redactions/{ticket_id}.json \
  -H "Content-Type: application/json" -v -u {email_address}:{password} -X PUT \
  -d '{"chat_id":"2109.10502823.Sjuj2YrBpXwei", "message_id": "667b72a114a0d4d5c1d26aff", "text": "My ID number is <redact>847564</redact>!" }'

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://example.zendesk.com/api/v2/chat_redactions/123456"
	method := "PUT"
	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://example.zendesk.com/api/v2/chat_redactions/123456")
		.newBuilder();
RequestBody body = RequestBody.create(MediaType.parse("application/json"),
		"""
""");
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("PUT", body)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'PUT',
  url: 'https://example.zendesk.com/api/v2/chat_redactions/123456',
  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://example.zendesk.com/api/v2/chat_redactions/123456"
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(
	"PUT",
	url,
	auth=auth,
	headers=headers
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://example.zendesk.com/api/v2/chat_redactions/123456")
request = Net::HTTP::Put.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

{
  "chat_event": {
    "id": 1932802680168,
    "type": "ChatStartedEvent",
    "value": {
      "chat_id": "2109.10502823.Sjuj2YrBpXwei",
      "history": [
        {
          "chat_index": 0,
          "message": "My ID number is ▇▇▇▇!",
          "type": "ChatMessage"
        }
      ],
      "visitor_id": "10502823-16EkM3T6VNq7KMd"
    }
  }
}

Redact Chat Comment Attachment

• PUT /api/v2/chat_file_redactions/{ticket_id}

Permanently removes one or more chat attachments from a chat ticket.

Note: This does not work on active chats. For chat tickets that predate March 2020, consider using Redact Ticket Comment In Agent Workspace.

Allowed For

• Agents

Agent Workspace must enabled for the account. Deleting tickets must be enabled for agents.

Request Body Properties

Name	Type	Required	Description
chat_id	string	true	The chat_id in the ChatStartedEvent event in the ticket audit. See Ticket Audits
chat_indexes	array	false	The array of chat_index in the ChatFileAttachment event in the ticket audit. See Ticket Audits. Mandatory if message_ids is not used
message_ids	array	false	The array of message_id in the ChatFileAttachment event in the ticket audit that is part of a ChatStartedEvent history. Used when redacting a ChatFileAttachment that is part of a conversation history. Mandatory if chat_indexes is not used

To get the required body properties, make a request to the Ticket Audits endpoint. Example response:

Status 200 OK
{
  "audits": [
    "events": [
      {
        "id": 1932802680168,
        "type": "ChatStartedEvent",
        "value": {
          "visitor_id": "10502823-16EkM3T6VNq7KMd",
          "chat_id": "2109.10502823.Sjuj2YrBpXwei",
          "history": [
            {
              "chat_index": 0,
              "type": "ChatFileAttachment",
              "filename": "image1.jpg"
            },
            {
              "chat_index": 1,
              "type": "ChatFileAttachment",
              "filename": "image2.jpg"
            }
          ]
        }
      }
    ]
  ]
}

Parameters

Name	Type	In	Required	Description
ticket_id	integer	Path	true	The ID of the ticket

Code Samples

curl

# Example with chat_indexes
curl https://{subdomain}.zendesk.com/api/v2/chat_file_redactions/{ticket_id}.json \
  -H "Content-Type: application/json" -v -u {email_address}/token:{api_token} -X PUT \
  -d '{"chat_id":"2109.10502823.Sjuj2YrBpXwei", "chat_indexes": [0,1] }'

# Example with message_ids
curl https://{subdomain}.zendesk.com/api/v2/chat_file_redactions/{ticket_id}.json \
  -H "Content-Type: application/json" -v -u {email_address}/token:{api_token} -X PUT \
  -d '{"chat_id":"2109.10502823.Sjuj2YrBpXwei", "message_ids": ["667b72a114a0d4d5c1d26aff", "667b72a114a0d7xbc1d26aff"] }'

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://example.zendesk.com/api/v2/chat_file_redactions/123456"
	method := "PUT"
	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://example.zendesk.com/api/v2/chat_file_redactions/123456")
		.newBuilder();
RequestBody body = RequestBody.create(MediaType.parse("application/json"),
		"""
""");
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("PUT", body)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'PUT',
  url: 'https://example.zendesk.com/api/v2/chat_file_redactions/123456',
  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://example.zendesk.com/api/v2/chat_file_redactions/123456"
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(
	"PUT",
	url,
	auth=auth,
	headers=headers
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://example.zendesk.com/api/v2/chat_file_redactions/123456")
request = Net::HTTP::Put.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

{
  "chat_event": {
    "id": 1932802680168,
    "type": "ChatStartedEvent",
    "value": {
      "chat_id": "2109.10502823.Sjuj2YrBpXwei",
      "history": [
        {
          "chat_index": 0,
          "filename": "redacted.txt",
          "type": "ChatFileAttachment"
        },
        {
          "chat_index": 1,
          "filename": "redacted.txt",
          "type": "ChatFileAttachment"
        }
      ],
      "visitor_id": "10502823-16EkM3T6VNq7KMd"
    }
  }
}

Redact String in Comment

• PUT /api/v2/tickets/{ticket_id}/comments/{ticket_comment_id}/redact

Permanently removes words or strings from a ticket comment. Specify the string to redact in an object with a text property. Example: '{"text": "987-65-4320"}'. The characters of the word or string are replaced by the ▇ symbol.

If the comment was made by email, the endpoint also attempts to redact the string from the original email retained by Zendesk for audit purposes.

Note: If you use the rich text editor, support for redacting formatted text (bold, italics, hyperlinks) is limited.

Redaction is permanent. You can't undo the redaction or see what was removed. Once a ticket is closed, you can no longer redact strings from its comments.

To use this endpoint, the "Agents can delete tickets" option must be enabled in the Zendesk Support admin interface at Admin > Settings > Agents.

Allowed For

• Agents

Parameters

Name	Type	In	Required	Description
ticket_comment_id	integer	Path	true	The ID of the ticket comment
ticket_id	integer	Path	true	The ID of the ticket

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/tickets/{ticket_id}/comments/{ticket_comment_id}/redact.json \
  -H "Content-Type: application/json" -v -u {email_address}/token:{api_token} -X PUT \
  -d '{"text": "987-65-4320"}'

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://example.zendesk.com/api/v2/tickets/123456/comments/35436/redact"
	method := "PUT"
	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://example.zendesk.com/api/v2/tickets/123456/comments/35436/redact")
		.newBuilder();
RequestBody body = RequestBody.create(MediaType.parse("application/json"),
		"""
""");
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("PUT", body)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'PUT',
  url: 'https://example.zendesk.com/api/v2/tickets/123456/comments/35436/redact',
  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://example.zendesk.com/api/v2/tickets/123456/comments/35436/redact"
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(
	"PUT",
	url,
	auth=auth,
	headers=headers
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://example.zendesk.com/api/v2/tickets/123456/comments/35436/redact")
request = Net::HTTP::Put.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

{
  "comment": {
    "author_id": 1,
    "id": 35436,
    "plain_body": "My social security number is ▇▇▇▇!",
    "type": "Comment"
  }
}