Updating a Zendesk ticket with multiple comments

I've been attempting to update a ticket on Zendesk using their API and adding multiple comments. However, it seems that I might be utilizing the incorrect format as the comments are not showing up on my Zendesk dashboard...

The JSON format I'm currently using is:

{
      "ticket" : {
        "external_id":      externalID,
        "created_at":       incomingTicket.startDate,
        "updated_at":       incomingTicket.lastModificationDate,
        "type":             lType,
        "subject":          incomingTicket.topic,
        "description":      incomingTicket.description,
        "priority":         lPriority,
        "status":           lStatus,
        "comments":         [{"id": 3456, "body": "First comment Fix"}, {"id": 3457, "body": "Second Command Fix"}],
        "due_at":           incomingTicket.endDate,
        "tags":             [incomingTicket.label]
      }
    };

Could someone please point out where I might be going wrong?

Thank you very much in advance!

javascriptjsonzendesk

Answer №1

When creating a comment, there is no need to include the id key as it will be automatically assigned. This id actually refers to a ticket event, which can be accessed through the audit API:

To submit a single comment at a time, you should omit the id key like this:

{
      "ticket" : {
        "external_id":      externalID,
        "created_at":       incomingTicket.startDate,
        "updated_at":       incomingTicket.lastModificationDate,
        "type":             lType,
        "subject":          incomingTicket.topic,
        "description":      incomingTicket.description,
        "priority":         lPriority,
        "status":           lStatus,
        "comments":         {"body": "First comment Fix"},
        "due_at":           incomingTicket.endDate,
        "tags":             [incomingTicket.label]
      }
    };

It's worth mentioning that the comments key does not support an array of comments for a single ticket update. Therefore, multiple calls will be needed for each comment (i.e., one ticket update per comment).

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