Searching with the Zendesk API

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17 Comments

  • Jehan

    Hi,


    I am having problem sorting the search result for Article. Sort_by and order_by are not working for help center search api. Here is the api request url.


    /api/v2/help_center/articles/search.json?section=115000143525,203213189&sort_by=created_at&sort_order=desc&include=sections&per_page=4


    I don't know how the results returned through search api are sorted. I want the latest articles to come first and then so on.


    Thanks,


    Jehan

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  • Pankaj Moholkar

    Is there a way to post search string to ZenDesk search page from external application, so that we can display results on https://subdomain.zendesk.com/agent/search page?

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  • Rebecca

    Hi Pankaj- 

    The url for in-product Support search is not modified to include the search parameters when a search occurs so it would not be possible to implement this type of behavior from an external tool. Our Search API would offer this functionality programmatically .../api/v2/search.json?query={search_string}. However, I am not sure I fully understand your use case so feel free to elaborate and I'd be happy to see what we can offer!

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  • Pankaj Moholkar

    Hi Rebecca,


    If not url parameter, can I POST the search-text in JSON package (or something like that) to some URL, so that it opens ZenDesk search page with results?


    Basically, I want to execute the same action as the searchbox in ZenDesk UI and display results on the search page. But I want to be able to do it from my application. i.e. If I click on a link, it should redirect to ZenDesk search page with the link text and fetch results for that text. Can I use some json/action/page to POST the serach-text to the search page?


    Yes, I can fetch results using search APIs and display it on my own UI but that will be probably the last option.


    Thanks for your help.

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  • Rebecca

    Thank you for the additonal context, Pankaj!


    After reading over what you're hoping to do, unfortunately I am not aware of any method to accomplish this workflow using an Zendesk App or an external application. The Search API is likely the best option we offer at this time. 

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  • UserAdmin #55555

    Is there a way I can query for the json result of all my custom ticket field entries for "Custom field ID 2967xx97"?

     

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  • Bryan Flynn

    No, not right now at least (Aug 2018). You can do a search against custom fields using the "fieldvalue" keyword but it searches across all custom fields. This is a known limitation that our team is looking into but no ETA on when field specific searches might become available.

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  • Mike C

    I'm getting inconsistent results from the search API.   Tickets in our system have several custom files.  One of them is a group ID.  There is only one ticket with status < closed with a given group ID.  At one point in our workflow, an agent will set the ticket to the Solved status.  I have an app that finds the ticket in the Solved status and sets the status to Open using the Core API.  If I immediately search for that ticket in the search API only on the group ID, I find it with the Open status.  If I search for that ticket with the Group ID and  with "status<pending", nothing is returned.  After some period of time, this query will return ticket.  But if I query immediately after the update, nothing is found.  Is this expected behavior?  

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  • Joseph May

    Hi Mike-

    Yes this is expected. As documented under our Core API:

    Note: It can take up to a few minutes for new tickets, users, and other resources to be indexed for search. If new resources don't appear in your search results, wait a few minutes and try again.

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  • Mike C

    Thanks Joseph-

    Just to clarify, does this apply to updates as well as new tickets?

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  • Joseph May

    Sure Mike, and yes, it does - though I can see why you would need to ask this, as we specify only 'new'. We document it elsewhere, as new or modified. This has also been my experience.

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  • Francisco Oirdobro

    Hi,

    is there a way to search with the API using AJAX?

    Thanks

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  • Bryan Flynn

    Hi Francisco. Yes, Zendesk APIs can be called via AJAX. I'd check out the API Getting Started section of the docs and start with an overview. If you have follow-up questions, you can post to the online REST APIs community topic or reach us at support@zendesk.com.

    I just found this article, too, that gives an AJAX example: Adding KB search to your website with AJAX

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  • Igor Rocha

    Hi Charles,

    one of the resources you mentioned in your post,

    is no longer available online. There's a different mirror for it, though, available here.

    Another alternative for learning Python are online courses, most of which can be found here.

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  • Charles Nadeau

    Thanks, Igor! I replaced the link with a link to the learning resources listed on the python.org wiki.

    1
  • Kevin J. Hogan

    I am new to Zendesk and have been tasked with extracting tickets.  I have tried both methods via curl and each time have received the message {"error":"Couldn't authenticate you"}* Connection #0 to host {mysubdomain}.zendesk.com left intact.

    here are the 2 curl commands i tried:

    curl "https://{mysubdomain}.zendesk.com/api/v2/search.json?query=type%3Aticket+status%3Aopen" -v -u email@address.com:mypassword
    curl "https://{mysubdomain}.zendesk.com/api/v2/search.json" -G --data-urlencode "query=type:ticket status:open" -v -u email@address.com:mypassword

    Any help would be appreciated.

     

     

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  • Joseph May

    Hi Kevin-

    To begin, have you checked to make sure both password and token access are enabled at https://{subdomain}.zendesk.com/agent/admin/api/settings? That is a likely culprit.
    Also, I might recommend considering an endpoint other than Search to accomplish this, as we are making some changes. Depending on the data you are required to extract would determine which endpoint(s) might suit you best, whether that be Tickets or Incremental Exports.

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