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, seeRequest 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 acommentobject in theticketobject when creating or updating the ticket. Example:

             
              curl https://{subdomain}.亚博.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}:{password}-XPUT

To learn more, seeAdding voice comments to tickets.

See also the following reference documentation:

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. SeeAttachment
audit_id	integer	true	false	The id of the ticket audit record. SeeShow Audit
author_id	integer	false	false	The id of the comment author. SeeAuthor id
body	string	false	false	的参考t string. SeeBodies
created_at	string	true	false	The time the comment was created
html_body	string	false	false	的参考t formatted as HTML. SeeBodies
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. SeeComment flags
plain_body	string	true	false	的参考t presented as plain text. SeeBodies
public	boolean	false	false	如果公众意见;如果内部不假e. 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. SeeAdding voice comments to tickets
uploads	array	false	false	List of tokens received fromuploading filesfor comment attachments. The files are attached by creating or updating tickets with the tokens. SeeAttaching filesin Tickets
via	object	false	false	Describes how the object was created. See theVia object reference

Author id

If you set theauthor_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 onlybodyorhtml_bodyin your inbound API call.plain_bodyis not supported. If you pass aplain_bodyparameter in an API to create a comment, it is stripped out.

If you usebody, 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\u00a0and 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 usehtml_body(recommended for Agent Workspace), you can use standard HTML syntax for comment formatting, includingfor line breaks.

的参考t body is presented asplain_body,body, orhtml_body.html_bodyis the least sanitized option;plain_bodyis the most sanitized. Text input inbodydefaults toplain_bodyif there's an error in sanitizing.

For example, if you include HTML in thebody, the HTML will be stripped out. Usehtml_bodyinstead ofbodyto include HTML. Example:

             
              "html_body":"This comment uses html for formatting.
"

Markdown formatting is supported inbodybut not inhtml_body. Example:

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

You can includeticket placeholdersin thebodyorhtml_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, usehtml_bodywith HTML code tags ({{fake}}). You can also escape placeholders inbodywith 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, themetadataproperty will have aflagsarray with any of the following values:

Value	Reason for flag
0	Zendesk is unsure the comment should be trusted
2	的参考t author was not part of the conversation.Learn more
3	的参考t author was not signed in when the comment was submitted.Learn more
4	的参考t 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. SeeRequesters 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. SeeReply-to addresses
22	User has yet to confirm ownership of the address used to deliver the email.Learn more

Aflags_optionsobject will also be included with additional information about the flags.

Theflagsandflags_optionsproperties 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,“泰pe":"Comment"}

List Comments

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

Returns the comments added to the ticket.

Each comment may include acontent_urlfor an attachment or arecording_urlfor 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. SeeWorking with url properties.

Pagination

Cursor pagination (recommended)
Offset pagination

SeePagination.

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	查询	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	查询	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

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

              
               import("fmt""io""net/http")funcmain(){url:="https://example.zendesk.com/api/v2/tickets/123456/comments?include=&include_inline_images="method:="GET"req,err:=http.NewRequest(method,url,nil)iferr!=nil{fmt.Println(err)return}req.Header.Add("Content-Type","application/json")req.Header.Add("Authorization","Basic ")// Base64 encoded "username:password"client:=&http.Client{}res,err:=client.Do(req)iferr!=nil{fmt.Println(err)return}deferres.Body.Close()body,err:=io.ReadAll(res.Body)iferr!=nil{fmt.Println(err)return}fmt.Println(string(body))}

Java

              
               importcom.squareup.okhttp.*;OkHttpClientclient=newOkHttpClient();HttpUrl.BuilderurlBuilder=HttpUrl.parse("https://example.zendesk.com/api/v2/tickets/123456/comments").newBuilder().addQueryParameter("include","").addQueryParameter("include_inline_images","");Requestrequest=newRequest.Builder().url(urlBuilder.build()).method("GET",null).addHeader("Content-Type","application/json").addHeader("Authorization",Credentials.basic("your-email","your-password")).build();Responseresponse=client.newCall(request).execute();

Nodejs

              
               varaxios=require('axios');varconfig={method:'GET',url:'https://example.zendesk.com/api/v2/tickets/123456/comments',headers:{'Content-Type':'application/json','Authorization':'Basic ',// Base64 encoded "username:password"},params:{'include':'','include_inline_images':'',},};axios(config).then(function(response){console.log(JSON.stringify(response.data));}).catch(function(error){console.log(error);});

Python

              
               importrequestsurl="https://example.zendesk.com/api/v2/tickets/123456/comments?include=&include_inline_images="headers={"Content-Type":"application/json",}response=requests.request("GET",url,auth=('',''),headers=headers)print(response.text)

Ruby

              
               require"net/http"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")request.basic_auth"username","password"response=Net::HTTP.start uri.hostname,uri.port,use_ssl:truedo|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,“泰pe":"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.

Thecount[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数(价值)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

              
               curlhttps://{subdomain}.zendesk.com/api/v2/tickets/{ticket_id}/comments/count.json\-v -u{email_address}:{password}

              
               import("fmt""io""net/http")funcmain(){url:="https://example.zendesk.com/api/v2/tickets/123456/comments/count"method:="GET"req,err:=http.NewRequest(method,url,nil)iferr!=nil{fmt.Println(err)return}req.Header.Add("Content-Type","application/json")req.Header.Add("Authorization","Basic ")// Base64 encoded "username:password"client:=&http.Client{}res,err:=client.Do(req)iferr!=nil{fmt.Println(err)return}deferres.Body.Close()body,err:=io.ReadAll(res.Body)iferr!=nil{fmt.Println(err)return}fmt.Println(string(body))}

Java

              
               importcom.squareup.okhttp.*;OkHttpClientclient=newOkHttpClient();HttpUrl.BuilderurlBuilder=HttpUrl.parse("https://example.zendesk.com/api/v2/tickets/123456/comments/count").newBuilder();Requestrequest=newRequest.Builder().url(urlBuilder.build()).method("GET",null).addHeader("Content-Type","application/json").addHeader("Authorization",Credentials.basic("your-email","your-password")).build();Responseresponse=client.newCall(request).execute();

Nodejs

              
               varaxios=require('axios');varconfig={method:'GET',url:'https://example.zendesk.com/api/v2/tickets/123456/comments/count',headers:{'Content-Type':'application/json','Authorization':'Basic ',// Base64 encoded "username:password"},};axios(config).then(function(response){console.log(JSON.stringify(response.data));}).catch(function(error){console.log(error);});

Python

              
               importrequestsurl="https://example.zendesk.com/api/v2/tickets/123456/comments/count"headers={"Content-Type":"application/json",}response=requests.request("GET",url,auth=('',''),headers=headers)print(response.text)

Ruby

              
               require"net/http"uri=URI("https://example.zendesk.com/api/v2/tickets/123456/comments/count")request=Net::HTTP::Get.new(uri,"Content-Type":"application/json")request.basic_auth"username","password"response=Net::HTTP.start uri.hostname,uri.port,use_ssl:truedo|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

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

              
               import("fmt""io""net/http")funcmain(){url:="https://example.zendesk.com/api/v2/tickets/123456/comments/35436/make_private"method:="PUT"req,err:=http.NewRequest(method,url,nil)iferr!=nil{fmt.Println(err)return}req.Header.Add("Content-Type","application/json")req.Header.Add("Authorization","Basic ")// Base64 encoded "username:password"client:=&http.Client{}res,err:=client.Do(req)iferr!=nil{fmt.Println(err)return}deferres.Body.Close()body,err:=io.ReadAll(res.Body)iferr!=nil{fmt.Println(err)return}fmt.Println(string(body))}

Java

              
               importcom.squareup.okhttp.*;OkHttpClientclient=newOkHttpClient();HttpUrl.BuilderurlBuilder=HttpUrl.parse("https://example.zendesk.com/api/v2/tickets/123456/comments/35436/make_private").newBuilder();RequestBodybody=RequestBody.create(MediaType.parse("application/json"),"""""");Requestrequest=newRequest.Builder().url(urlBuilder.build()).method("PUT",body).addHeader("Content-Type","application/json").addHeader("Authorization",Credentials.basic("your-email","your-password")).build();Responseresponse=client.newCall(request).execute();

Nodejs

              
               varaxios=require('axios');varconfig={method:'PUT',url:'https://example.zendesk.com/api/v2/tickets/123456/comments/35436/make_private',headers:{'Content-Type':'application/json','Authorization':'Basic ',// Base64 encoded "username:password"},};axios(config).then(function(response){console.log(JSON.stringify(response.data));}).catch(function(error){console.log(error);});

Python

              
               importrequestsurl="https://example.zendesk.com/api/v2/tickets/123456/comments/35436/make_private"headers={"Content-Type":"application/json",}response=requests.request("PUT",url,auth=('',''),headers=headers)print(response.text)

Ruby

              
               require"net/http"uri=URI("https://example.zendesk.com/api/v2/tickets/123456/comments/35436/make_private")request=Net::HTTP::Put.new(uri,"Content-Type":"application/json")request.basic_auth"username","password"response=Net::HTTP.start uri.hostname,uri.port,use_ssl:truedo|http|http.request(request)end

Example response(s)

200 OK

              
               // Status 200 OKnull

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 thehtml_bodyof the comment, wrap the content you want redacted intags. Example:

             
              {"html_body":"My ID number is 847564!
","ticket_id":100}

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

To redact inline images and anchor tags, add the individual attributeredactto the element. Example:some link.

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 theRedact String in Commentendpoint 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 theRedact String in Commentendpoint, which will eventually be deprecated.

Allowed For

Agents

Agent Workspacemust 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 containingtags or`redact`attributes
external_attachment_urls	array	false	Array of attachment URLs belonging to the comment to be redacted. See`content_url`附件的属性

Parameters

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

Code Samples

curl

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

              
               import("fmt""io""net/http")funcmain(){url:="https://example.zendesk.com/api/v2/comment_redactions/35436"method:="PUT"req,err:=http.NewRequest(method,url,nil)iferr!=nil{fmt.Println(err)return}req.Header.Add("Content-Type","application/json")req.Header.Add("Authorization","Basic ")// Base64 encoded "username:password"client:=&http.Client{}res,err:=client.Do(req)iferr!=nil{fmt.Println(err)return}deferres.Body.Close()body,err:=io.ReadAll(res.Body)iferr!=nil{fmt.Println(err)return}fmt.Println(string(body))}

Java

              
               importcom.squareup.okhttp.*;OkHttpClientclient=newOkHttpClient();HttpUrl.BuilderurlBuilder=HttpUrl.parse("https://example.zendesk.com/api/v2/comment_redactions/35436").newBuilder();RequestBodybody=RequestBody.create(MediaType.parse("application/json"),"""""");Requestrequest=newRequest.Builder().url(urlBuilder.build()).method("PUT",body).addHeader("Content-Type","application/json").addHeader("Authorization",Credentials.basic("your-email","your-password")).build();Responseresponse=client.newCall(request).execute();

Nodejs

              
               varaxios=require('axios');varconfig={method:'PUT',url:'https://example.zendesk.com/api/v2/comment_redactions/35436',headers:{'Content-Type':'application/json','Authorization':'Basic ',// Base64 encoded "username:password"},};axios(config).then(function(response){console.log(JSON.stringify(response.data));}).catch(function(error){console.log(error);});

Python

              
               importrequestsurl="https://example.zendesk.com/api/v2/comment_redactions/35436"headers={"Content-Type":"application/json",}response=requests.request("PUT",url,auth=('',''),headers=headers)print(response.text)

Ruby

              
               require"net/http"uri=URI("https://example.zendesk.com/api/v2/comment_redactions/35436")request=Net::HTTP::Put.new(uri,"Content-Type":"application/json")request.basic_auth"username","password"response=Net::HTTP.start uri.hostname,uri.port,use_ssl:truedo|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,“泰pe":"Comment"}}

Redact Chat Comment

PUT /api/v2/chat_redactions/{ticket_id}

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

Wraptags around the content in the chat comment you want redacted. Example:

             
              {"text":"My ID number is 847564!"}

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 usingRedact Ticket Comment In Agent Workspace.

Allowed For

Agents

Agent Workspacemust 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. SeeTicket Audits
chat_index	integer	true	The`chat_index`in the`ChatMessage`event in the ticket audit. SeeTicket Audits
text	string	true	The`message`in the`ChatMessage`event in the ticket audit. SeeTicket Audits. Wrap`message`withtags

To get the required body properties, make a request to theTicket Auditendpoint. Example response:

             
              Status 200 OK{"audits": ["events": [{"id": 1932802680168,“泰pe": "ChatStartedEvent","value": {"visitor_id": "10502823-16EkM3T6VNq7KMd","chat_id": "2109.10502823.Sjuj2YrBpXwei","history": [{"chat_index": 0,“泰pe": "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

              
               curlhttps://{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", "chat_index": 0, "text": My ID number is 847564!" }'

              
               import("fmt""io""net/http")funcmain(){url:="https://example.zendesk.com/api/v2/chat_redactions/123456"method:="PUT"req,err:=http.NewRequest(method,url,nil)iferr!=nil{fmt.Println(err)return}req.Header.Add("Content-Type","application/json")req.Header.Add("Authorization","Basic ")// Base64 encoded "username:password"client:=&http.Client{}res,err:=client.Do(req)iferr!=nil{fmt.Println(err)return}deferres.Body.Close()body,err:=io.ReadAll(res.Body)iferr!=nil{fmt.Println(err)return}fmt.Println(string(body))}

Java

              
               importcom.squareup.okhttp.*;OkHttpClientclient=newOkHttpClient();HttpUrl.BuilderurlBuilder=HttpUrl.parse("https://example.zendesk.com/api/v2/chat_redactions/123456").newBuilder();RequestBodybody=RequestBody.create(MediaType.parse("application/json"),"""""");Requestrequest=newRequest.Builder().url(urlBuilder.build()).method("PUT",body).addHeader("Content-Type","application/json").addHeader("Authorization",Credentials.basic("your-email","your-password")).build();Responseresponse=client.newCall(request).execute();

Nodejs

              
               varaxios=require('axios');varconfig={method:'PUT',url:'https://example.zendesk.com/api/v2/chat_redactions/123456',headers:{'Content-Type':'application/json','Authorization':'Basic ',// Base64 encoded "username:password"},};axios(config).then(function(response){console.log(JSON.stringify(response.data));}).catch(function(error){console.log(error);});

Python

              
               importrequestsurl="https://example.zendesk.com/api/v2/chat_redactions/123456"headers={"Content-Type":"application/json",}response=requests.request("PUT",url,auth=('',''),headers=headers)print(response.text)

Ruby

              
               require"net/http"uri=URI("https://example.zendesk.com/api/v2/chat_redactions/123456")request=Net::HTTP::Put.new(uri,"Content-Type":"application/json")request.basic_auth"username","password"response=Net::HTTP.start uri.hostname,uri.port,use_ssl:truedo|http|http.request(request)end

Example response(s)

200 OK

              
               // Status 200 OK{"chat_event":{"id":1932802680168,“泰pe":"ChatStartedEvent","value":{"chat_id":"2109.10502823.Sjuj2YrBpXwei","history":[{"chat_index":0,"message":"My ID number is ▇▇▇▇!",“泰pe":"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 usingRedact Ticket Comment In Agent Workspace.

Allowed For

Agents

Agent Workspacemust 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. SeeTicket Audits
chat_indexes	array	true	The array of`chat_index`in the`ChatFileAttachment`event in the ticket audit. SeeTicket Audits

To get the required body properties, make a request to theTicket Auditsendpoint. Example response:

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

Parameters

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

Code Samples

curl

              
               curlhttps://{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", "chat_indexes": [0,1] }'

              
               import("fmt""io""net/http")funcmain(){url:="https://example.zendesk.com/api/v2/chat_file_redactions/123456"method:="PUT"req,err:=http.NewRequest(method,url,nil)iferr!=nil{fmt.Println(err)return}req.Header.Add("Content-Type","application/json")req.Header.Add("Authorization","Basic ")// Base64 encoded "username:password"client:=&http.Client{}res,err:=client.Do(req)iferr!=nil{fmt.Println(err)return}deferres.Body.Close()body,err:=io.ReadAll(res.Body)iferr!=nil{fmt.Println(err)return}fmt.Println(string(body))}

Java

              
               importcom.squareup.okhttp.*;OkHttpClientclient=newOkHttpClient();HttpUrl.BuilderurlBuilder=HttpUrl.parse("https://example.zendesk.com/api/v2/chat_file_redactions/123456").newBuilder();RequestBodybody=RequestBody.create(MediaType.parse("application/json"),"""""");Requestrequest=newRequest.Builder().url(urlBuilder.build()).method("PUT",body).addHeader("Content-Type","application/json").addHeader("Authorization",Credentials.basic("your-email","your-password")).build();Responseresponse=client.newCall(request).execute();

Nodejs

              
               varaxios=require('axios');varconfig={method:'PUT',url:'https://example.zendesk.com/api/v2/chat_file_redactions/123456',headers:{'Content-Type':'application/json','Authorization':'Basic ',// Base64 encoded "username:password"},};axios(config).then(function(response){console.log(JSON.stringify(response.data));}).catch(function(error){console.log(error);});

Python

              
               importrequestsurl="https://example.zendesk.com/api/v2/chat_file_redactions/123456"headers={"Content-Type":"application/json",}response=requests.request("PUT",url,auth=('',''),headers=headers)print(response.text)

Ruby

              
               require"net/http"uri=URI("https://example.zendesk.com/api/v2/chat_file_redactions/123456")request=Net::HTTP::Put.new(uri,"Content-Type":"application/json")request.basic_auth"username","password"response=Net::HTTP.start uri.hostname,uri.port,use_ssl:truedo|http|http.request(request)end

Example response(s)

200 OK

              
               // Status 200 OK{"chat_event":{"id":1932802680168,“泰pe":"ChatStartedEvent","value":{"chat_id":"2109.10502823.Sjuj2YrBpXwei","history":[{"chat_index":0,"filename":"redacted.txt",“泰pe":"ChatFileAttachment"},{"chat_index":1,"filename":"redacted.txt",“泰pe":"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 atextproperty. 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 seewhatwas 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 atAdmin>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

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

              
               import("fmt""io""net/http")funcmain(){url:="https://example.zendesk.com/api/v2/tickets/123456/comments/35436/redact"method:="PUT"req,err:=http.NewRequest(method,url,nil)iferr!=nil{fmt.Println(err)return}req.Header.Add("Content-Type","application/json")req.Header.Add("Authorization","Basic ")// Base64 encoded "username:password"client:=&http.Client{}res,err:=client.Do(req)iferr!=nil{fmt.Println(err)return}deferres.Body.Close()body,err:=io.ReadAll(res.Body)iferr!=nil{fmt.Println(err)return}fmt.Println(string(body))}

Java

              
               importcom.squareup.okhttp.*;OkHttpClientclient=newOkHttpClient();HttpUrl.BuilderurlBuilder=HttpUrl.parse("https://example.zendesk.com/api/v2/tickets/123456/comments/35436/redact").newBuilder();RequestBodybody=RequestBody.create(MediaType.parse("application/json"),"""""");Requestrequest=newRequest.Builder().url(urlBuilder.build()).method("PUT",body).addHeader("Content-Type","application/json").addHeader("Authorization",Credentials.basic("your-email","your-password")).build();Responseresponse=client.newCall(request).execute();

Nodejs

              
               varaxios=require('axios');varconfig={method:'PUT',url:'https://example.zendesk.com/api/v2/tickets/123456/comments/35436/redact',headers:{'Content-Type':'application/json','Authorization':'Basic ',// Base64 encoded "username:password"},};axios(config).then(function(response){console.log(JSON.stringify(response.data));}).catch(function(error){console.log(error);});

Python

              
               importrequestsurl="https://example.zendesk.com/api/v2/tickets/123456/comments/35436/redact"headers={"Content-Type":"application/json",}response=requests.request("PUT",url,auth=('',''),headers=headers)print(response.text)

Ruby

              
               require"net/http"uri=URI("https://example.zendesk.com/api/v2/tickets/123456/comments/35436/redact")request=Net::HTTP::Put.new(uri,"Content-Type":"application/json")request.basic_auth"username","password"response=Net::HTTP.start uri.hostname,uri.port,use_ssl:truedo|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 ▇▇▇▇!",“泰pe":"Comment"}}