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Brenno12
August 13, 2021
Question

Zendesk Tickets API do not export all tickets

  • August 13, 2021
  • 2 replies
  • 33 views

I use this method: GET /api/v2/incremental/tickets.json?start_time={unix_time}

But on the return from the api I have fewer tickets than there actually are in zendesk. Any solution?

 

2 replies

Erica
EricaEmployee
Employee
August 16, 2021

Hi Brenno!

Thank you for reaching out. There are a few things to note when using our incremental exports API to export tickets.

The incremental exports API will only show tickets that were newly created or had changes made to them since the provided start_time. One way to check if you've reached the end of your results is by checking the end_of_stream value. If it reads true then you have received all of the results. If it reads false, you would need to continue to export at this endpoint by providing the end_time of the previous export as your next start_time.

Since it can be very tricky when pinning down the exact time changes to tickets were made it's also not uncommon to sometimes see duplicates in your results. If you're looking for more precise results, I would recommend also trying out our cursor based incremental exports. You check out and read more about that endpoint here.

Hope this helps! Please don't hesitate to let us know if you need any more assistance.

Best,

Erica - Dev Support Engineer

B
Brenno12Author
August 16, 2021

Thanks for the help!

I use this approach of end_of_stream value and the cursor based incremental exports showed the same results. 

In another test, I use the Zenpy framework and in this case the export is ok. I guess Zenpy uses the API of query, but a didn't understand the difference in results in these API's.

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