Check the Zendesk’s ticket using Python

yusuke

2018.01.02

この記事は公開されてから1年以上経過しています。情報が古い可能性がありますので、ご注意ください。

In the previous post, we got ticket data and comment data using Zendesk API.

Check the tickets using Zendesk API

In this post, we introduce that get zendesk's ticket and comment data using Python. ※We used Python version 3.6.1.

Let's install the requests module if you don't have it.

$ pip3 install requests

Get ticket data

Get the following ticket data

Tickets

id: Automatically assigned when the ticket is created
subject: The value of the subject field for this ticket
created_at: When this record was created
updated_at: When this record last got updated

Sample code

import requests
from urllib.parse import urlencode
import time

# Set the request parameters
url = 'https://subdomain.zendesk.com/api/v2/search.json?'
user = 'email address' + '/token'
pwd = 'api key'
session = requests.Session()
session.auth = (user, pwd)
params = {'query': 'type:ticket status:closed brand:{brand_id}'}

url = url + urlencode(params)
ticket_results = []

while url:

response = session.get(url)

if response.status_code == 429:
print('Rate limited! Please wait.')
time.sleep(int(response.headers['retry-after']))
continue

if response.status_code != 200:
print('Status:', response.status_code, 'Problem with the request. Exiting.')
exit()

data = response.json()

ticket_results.extend(data['results'])

url = data['next_page']

for ticket in ticket_results:
ticket_id = ticket['id']
created_at = ticket['created_at']
updated_at = ticket['updated_at']
subject = ticket['subject']

print(f'ticket_id: {ticket_id}, '
f'create_at: {created_at}, '
f'updata_at: {updated_at}, '
f'subject: {subject}')

We got ticket data with a specific brand status is "closed".

params = {'query': 'type:ticket status:closed brand:{brand_id}'}

search.json can only return a maximum of 100 records per page so we got all data using next_page.

while url:
[...]
url = data['next_page']

We continue to get after retry-after time if we reach the API Rate limited.

if response.status_code == 429:
print('Rate limited! Please wait.')
time.sleep(int(response.headers['retry-after']))
continue

Example Response

ticket_id: ****4, create_at: 2017-06-02T00:36:35Z, updata_at: 2017-06-12T17:02:09Z, subject: test
ticket_id: ****5, create_at: 2017-06-01T19:12:09Z, updata_at: 2017-06-05T21:01:49Z, subject: test2
ticket_id: ****6, create_at: 2017-06-01T18:56:38Z, updata_at: 2017-06-05T20:03:50Z, subject: test3
ticket_id: ****7, create_at: 2017-05-31T14:58:46Z, updata_at: 2017-06-04T18:02:43Z, subject: test4

Get comment data

We could get ticket id so get comment data from comments.json. ※comments.json specifies the ticket id and use it.

ticket_id = '1'

Get the following comment data

Ticket Comments

id: Automatically assigned when the comment is created
public: true if a public comment; false if an internal note.
body: The comment string

Sample code

import requests

# Set the request parameters
url = 'https://subdomain.zendesk.com/api/v2/tickets/'
user = 'email_address' + '/token'
pwd = 'api key'
session = requests.Session()
session.auth = (user, pwd)
ticket_id = '1'

url = url + ticket_id + "/comments.json"
response = session.get(url)

if response.status_code != 200:
print('Status:', response.status_code, 'ticket_id:', ticket_id, 'Problem with the request. Exiting.')
exit()

data = response.json()

for comment in data['comments']:
comment_id = comment['id']
public = comment['public']
body = comment['body']

print(f'comment_id: {comment_id}, '
f'public: {public}, '
f'body: {body}')

Example Response

comment_id: 4***********, public: True, body: test comment
comment_id: 4***********, public: False, body: private comment
comment_id: 4***********, public: True, body: public test comment
comment_id: 4***********, public: True, body: test2 comment
comment_id: 4***********, public: True, body: closed comment