How to export messaging ticket comments with author information

Question

How can I export comments from messaging tickets along with detailed author information for each comment?

Answer

Comments are stored differently from other ticket types. To export comments from an email ticket, use the ticket events endpoint in an incremental export.

You can use the following path:

https://{subdomain}.zendesk.com/api/v2/incremental/ticket_events?start_time={unix_time}&include=comment_events

The comment on this ticket is linked to its author_id. For messaging tickets, you can access the chat transcript, but it won't show author_id since the comment appears as a system update.

If you need detailed data on this interaction, including who made the comment, use the ticket audits endpoint.

This endpoint needs a ticket ID. For mass exports, perform an incremental export first to get the IDs for later use:

https://{subdomain}.zendesk.com/api/v2/tickets/{ticket_id}/audits