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Ticket comments represent the conversation between requesters, collaborators, and agents. Comments can be public or private.

For information on comments in requests as opposed to tickets, seeRequest comments.

Creating ticket comments

Ticket comments, including voice comments, are created with theTickets API, not the Ticket Comments API described in this document. The Tickets Comments API has no endpoint to create comments.

Ticket comments are created by including acomment object in theticket object when creating or updating the ticket. Example:

curl https://{subdomain}.zendesk.com/api/v2/tickets/{id} \-d'{"ticket": {"comment": { "body": "The smoke is very colorful.", "author_id": 494820284 }}}' \-H"Content-Type: application/json" \-v-u{email_address}/token:{api_token}-XPUT

To learn more, seeAdding voice comments to tickets.

Note: A ticket can contain up to 5000 comments in total, including both public and private comments. Once this limit is reached, any additional attempts to add comments results in a 422 error. The ticket can still be updated in other ways, provided that no new comments are added.

See also the following reference documentation:

JSON format

Ticket Comments are represented as JSON objects with the following properties:

NameTypeRead-onlyMandatoryDescription
attachmentsarraytruefalseAttachments, if any. SeeAttachment
audit_idintegertruefalseThe id of the ticket audit record. SeeShow Audit
author_idintegerfalsefalseThe id of the comment author. If null or omitted on create, defaults to the authenticated user. SeeAuthor id
bodystringfalsefalseThe comment string. SeeBodies
created_atstringtruefalseThe time the comment was created
html_bodystringfalsefalseThe comment formatted as HTML. SeeBodies
idintegertruefalseAutomatically assigned when the comment is created
metadataobjecttruefalseSystem information (web client, IP address, etc.) and comment flags, if any. SeeComment flags
plain_bodystringtruefalseThe comment presented as plain text. SeeBodies
publicbooleanfalsefalsetrue if a public comment; false if an internal note. The initial value set on ticket creation persists for any additional comment unless you change it
typestringtruefalseComment orVoiceComment. The JSON object for adding voice comments to tickets is different. SeeAdding voice comments to tickets
uploadsarrayfalsefalseList of tokens received fromuploading files for comment attachments. The files are attached by creating or updating tickets with the tokens. SeeAttaching files in Tickets
viaobjectfalsefalseDescribes how the object was created. See theVia object reference

Author id

If you set theauthor_id, the user with the id is shown as the author of the comment. However, this user is not considered the updater of the ticket. The authenticated user making the API request is the updater. This has implications for business rules and views, such as the requester updated attribute and current user conditions.

Bodies

To submit a ticket comment, use onlybody orhtml_body in your inbound API call.plain_body is not supported. If you pass aplain_body parameter in an API to create a comment, it is stripped out.

If you usebody, multiple consecutive spaces are collapsed into a single space and multiple consecutive newline ("\n") characters are collapsed into a single newline. To preserve your spacing, use alternating space and non-breaking space characters (you must use the Unicode\u00a0 and not ). To preserve your line breaks, enter an extra space after "\n". For example, to generate three empty lines, use "\n \n \n".

If you usehtml_body (recommended for Agent Workspace), you can use standard HTML syntax for comment formatting, including<br> for line breaks.

The comment body is presented asplain_body,body, orhtml_body.html_body is the least sanitized option;plain_body is the most sanitized. Text input inbody defaults toplain_body if there's an error in sanitizing.

For example, if you include HTML in thebody, the HTML will be stripped out. Usehtml_body instead ofbody to include HTML. Example:

"html_body":"<p>This comment uses <strong>html</strong> for formatting.</p>"

Markdown formatting is supported inbody but not inhtml_body. Markdown formatting inbody renders only if the comment author is an agent. To format end user comments, usehtml_body and HTML. Example:

"body":"This comment uses **Markdown** for formatting."

You can includeticket placeholders in thebody orhtml_body. Example:

"body":"This comment uses the {{ticket.id}} placeholder."

When the request is processed, the placeholder is replaced by a value if one is available. If the placeholder is not supported (example,{{fake}}), the placeholder is stripped out.

Note: If you want to display double curly brackets in the comment, usehtml_body with HTML code tags (<code>{{fake}}</code>). You can also escape placeholders inbody with double backslashes (\\{{fake}}). Though the placeholder won't appear in the response, it will appear in the ticket in Agent Workspace.

Body size limits

Ticket comment bodies are limited to 64kB. Any characters exceeding this limit are truncated. No error is reported.

Comment flags

Each comment can be flagged by Zendesk for several reasons. If the comment is flagged, themetadata property will have aflags array with any of the following values:

ValueReason for flag
0Zendesk is unsure the comment should be trusted
2The comment author was not part of the conversation.Learn more
3The comment author was not signed in when the comment was submitted.Learn more
4The comment was automatically generated. Automatic email notifications have been suppressed.Learn more
5The attached file was rejected because it's too big
11This comment was submitted by the user on behalf of the author.Note: Flags are not added when admins comment on behalf of agents or end users, and when agents comment on behalf of end users. SeeRequesters and submitters
14This message might not have been sent by the user
16Requester's name has been truncated. Please edit the name or mark as spam
17This is a private comment created by an end user.Learn more
18Some email recipients were excluded from CCs due to the limit of CCs per email. View the original email for the full list.Learn more
20To protect your agents, we suspended the ability of the user in this Reply-to address to perform certain actions.Learn more
21We flagged this comment because the From and Reply-to in the messages don’t match. SeeReply-to addresses
22User has yet to confirm ownership of the address used to deliver the email.Learn more

Aflags_options object will also be included with additional information about the flags.

Theflags andflags_options properties are omitted if there are no flags.

Example

metadata:{system:{...},flags:[2,5],"flags_options":{"2":{"trusted":false},"5":{"message":{"file":"printer_manual.pdf","account_limit":"20"},"trusted":false}},"trusted":false,"suspension_type_id":null}

Example

{"attachments":[{"content_type":"text/plain","content_url":"https://company.zendesk.com/attachments/crash.log","file_name":"crash.log","id":498483,"size":2532,"thumbnails":[]}],"author_id":123123,"body":"Thanks for your help!","created_at":"2009-07-20T22:55:29Z","id":1274,"metadata":{"system":{"client":"Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/61.0.3163.100 Safari/537.36","ip_address":"1.1.1.1","latitude":-37.000000000001,"location":"Melbourne, 07, Australia","longitude":144.0000000000002},"via":{"channel":"web","source":{"from":{},"rel":"web_widget","to":{}}}},"public":true,"type":"Comment"}

List Comments

  • GET /api/v2/tickets/{ticket_id}/comments

Returns the comments added to the ticket.

Each comment may include acontent_url for an attachment or arecording_url for a voice comment that points to a file that may be hosted externally. For security reasons, take care not to inadvertently send Zendesk authentication credentials to third parties when attempting to access these files. SeeWorking with url properties.

Pagination

  • Cursor pagination (recommended)
  • Offset pagination

SeePagination.

Returns a maximum of 100 records per page.

Sorting

By default, comments are sorted by creation date in ascending order.

When using cursor pagination, use the following parameter to change the sort order:

NameTypeRequiredComments
sortstringnoPossible values are "created_at" (ascending order) or "-created_at" (descending order)

When using offset pagination, use the following parameters to change the sort order:

NameTypeRequiredComments
sort_orderstringnoOne ofasc,desc. Defaults toasc

Allowed For

  • Agents

Parameters

NameTypeInRequiredDescription
includestringQueryfalseAccepts "users". Use this parameter to list email CCs by side-loading users. Example:?include=users.Note: If the comment source is email, a deleted user will be represented as the CCd email address. If the comment source is anything else, a deleted user will be represented as the user name.
include_inline_imagesbooleanQueryfalseDefault is false. When true, inline images are also listed as attachments in the response
ticket_idintegerPathtrueThe ID of the ticket

Code Samples

curl
curl https://{subdomain}.zendesk.com/api/v2/tickets/{ticket_id}/comments\  -H"Content-Type: application/json" -v -u{email_address}/token:{api_token}
Go
import("fmt""io""net/http")funcmain(){url:="https://example.zendesk.com/api/v2/tickets/123456/comments?include=&include_inline_images="method:="GET"req, err:= http.NewRequest(method, url,nil)if err!=nil{fmt.Println(err)return}req.Header.Add("Content-Type","application/json")req.Header.Add("Authorization","Basic <auth-value>")// Base64 encoded "{email_address}/token:{api_token}"client:=&http.Client{}res, err:= client.Do(req)if err!=nil{fmt.Println(err)return}defer res.Body.Close()body, err:= io.ReadAll(res.Body)if err!=nil{fmt.Println(err)return}fmt.Println(string(body))}
Java
import com.squareup.okhttp.*;OkHttpClient client=newOkHttpClient();HttpUrl.Builder urlBuilder=HttpUrl.parse("https://example.zendesk.com/api/v2/tickets/123456/comments").newBuilder().addQueryParameter("include","").addQueryParameter("include_inline_images","");String userCredentials="your_email_address"+"/token:"+"your_api_token";String basicAuth="Basic "+ java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());Request request=newRequest.Builder().url(urlBuilder.build()).method("GET",null).addHeader("Content-Type","application/json").addHeader("Authorization", basicAuth).build();Response response= client.newCall(request).execute();
Nodejs
var axios=require('axios');var config={  method:'GET',  url:'https://example.zendesk.com/api/v2/tickets/123456/comments',  headers:{'Content-Type':'application/json','Authorization':'Basic <auth-value>',// Base64 encoded "{email_address}/token:{api_token}"},  params:{'include':'','include_inline_images':'',},};axios(config).then(function(response){console.log(JSON.stringify(response.data));}).catch(function(error){console.log(error);});
Python
import requestsfrom requests.authimport HTTPBasicAuthurl="https://example.zendesk.com/api/v2/tickets/123456/comments?include=&include_inline_images="headers={"Content-Type":"application/json",}email_address='your_email_address'api_token='your_api_token'# Use basic authenticationauth= HTTPBasicAuth(f'{email_address}/token', api_token)response= requests.request("GET",url,auth=auth,headers=headers)print(response.text)
Ruby
require"net/http"require"base64"uri=URI("https://example.zendesk.com/api/v2/tickets/123456/comments")uri.query=URI.encode_www_form("include":"","include_inline_images":"")request=Net::HTTP::Get.new(uri,"Content-Type":"application/json")email="your_email_address"api_token="your_api_token"credentials="#{email}/token:#{api_token}"encoded_credentials=Base64.strict_encode64(credentials)request["Authorization"]="Basic #{encoded_credentials}"response=Net::HTTP.start uri.hostname, uri.port, use_ssl:truedo|http|http.request(request)end

Example response(s)

200 OK
// Status 200 OK{"comments":[{"attachments":[{"content_type":"text/plain","content_url":"https://company.zendesk.com/attachments/crash.log","file_name":"crash.log","id":498483,"size":2532,"thumbnails":[]}],"audit_id":432567,"author_id":123123,"body":"Thanks for your help!","created_at":"2009-07-20T22:55:29Z","id":1274,"metadata":{"system":{"client":"Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/61.0.3163.100 Safari/537.36","ip_address":"1.1.1.1","latitude":-37.000000000001,"location":"Melbourne, 07, Australia","longitude":144.0000000000002},"via":{"channel":"web","source":{"from":{},"rel":"web_widget","to":{}}}},"public":true,"type":"Comment"}]}

Count Ticket Comments

  • GET /api/v2/tickets/{ticket_id}/comments/count

Returns an approximate count of the comments added to the ticket. If the count exceeds 100,000, the count will return a cached result. This cached result will update every 24 hours.

Thecount[refreshed_at] property is a timestamp that indicates when the count was last updated.

Note: When the count exceeds 100,000,count[refreshed_at] may occasionally be null.This indicates that the count is being updated in the background, andcount[value] is limited to 100,000 until the update is complete.

Allowed For

  • Agents

Parameters

NameTypeInRequiredDescription
ticket_idintegerPathtrueThe ID of the ticket

Code Samples

curl
curl https://{subdomain}.zendesk.com/api/v2/tickets/{ticket_id}/comments/count\  -v -u{email_address}/token:{api_token}
Go
import("fmt""io""net/http")funcmain(){url:="https://example.zendesk.com/api/v2/tickets/123456/comments/count"method:="GET"req, err:= http.NewRequest(method, url,nil)if err!=nil{fmt.Println(err)return}req.Header.Add("Content-Type","application/json")req.Header.Add("Authorization","Basic <auth-value>")// Base64 encoded "{email_address}/token:{api_token}"client:=&http.Client{}res, err:= client.Do(req)if err!=nil{fmt.Println(err)return}defer res.Body.Close()body, err:= io.ReadAll(res.Body)if err!=nil{fmt.Println(err)return}fmt.Println(string(body))}
Java
import com.squareup.okhttp.*;OkHttpClient client=newOkHttpClient();HttpUrl.Builder urlBuilder=HttpUrl.parse("https://example.zendesk.com/api/v2/tickets/123456/comments/count").newBuilder();String userCredentials="your_email_address"+"/token:"+"your_api_token";String basicAuth="Basic "+ java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());Request request=newRequest.Builder().url(urlBuilder.build()).method("GET",null).addHeader("Content-Type","application/json").addHeader("Authorization", basicAuth).build();Response response= client.newCall(request).execute();
Nodejs
var axios=require('axios');var config={  method:'GET',  url:'https://example.zendesk.com/api/v2/tickets/123456/comments/count',  headers:{'Content-Type':'application/json','Authorization':'Basic <auth-value>',// Base64 encoded "{email_address}/token:{api_token}"},};axios(config).then(function(response){console.log(JSON.stringify(response.data));}).catch(function(error){console.log(error);});
Python
import requestsfrom requests.authimport HTTPBasicAuthurl="https://example.zendesk.com/api/v2/tickets/123456/comments/count"headers={"Content-Type":"application/json",}email_address='your_email_address'api_token='your_api_token'# Use basic authenticationauth= HTTPBasicAuth(f'{email_address}/token', api_token)response= requests.request("GET",url,auth=auth,headers=headers)print(response.text)
Ruby
require"net/http"require"base64"uri=URI("https://example.zendesk.com/api/v2/tickets/123456/comments/count")request=Net::HTTP::Get.new(uri,"Content-Type":"application/json")email="your_email_address"api_token="your_api_token"credentials="#{email}/token:#{api_token}"encoded_credentials=Base64.strict_encode64(credentials)request["Authorization"]="Basic #{encoded_credentials}"response=Net::HTTP.start uri.hostname, uri.port, use_ssl:truedo|http|http.request(request)end

Example response(s)

200 OK
// Status 200 OK{"count":{"refreshed_at":"2020-04-06T02:18:17Z","value":12}}

Make Comment Private

  • PUT /api/v2/tickets/{ticket_id}/comments/{ticket_comment_id}/make_private

Allowed For

  • Agents

Parameters

NameTypeInRequiredDescription
ticket_comment_idintegerPathtrueThe ID of the ticket comment
ticket_idintegerPathtrueThe ID of the ticket

Code Samples

curl
curl https://{subdomain}.zendesk.com/api/v2/tickets/{ticket_id}/comments/{ticket_comment_id}/make_private\  -v -u{email_address}/token:{api_token} -X PUT -d'{}' -H"Content-Type: application/json"
Go
import("fmt""io""net/http")funcmain(){url:="https://example.zendesk.com/api/v2/tickets/123456/comments/35436/make_private"method:="PUT"req, err:= http.NewRequest(method, url,nil)if err!=nil{fmt.Println(err)return}req.Header.Add("Content-Type","application/json")req.Header.Add("Authorization","Basic <auth-value>")// Base64 encoded "{email_address}/token:{api_token}"client:=&http.Client{}res, err:= client.Do(req)if err!=nil{fmt.Println(err)return}defer res.Body.Close()body, err:= io.ReadAll(res.Body)if err!=nil{fmt.Println(err)return}fmt.Println(string(body))}
Java
import com.squareup.okhttp.*;OkHttpClient client=newOkHttpClient();HttpUrl.Builder urlBuilder=HttpUrl.parse("https://example.zendesk.com/api/v2/tickets/123456/comments/35436/make_private").newBuilder();RequestBody body=RequestBody.create(MediaType.parse("application/json"),"""""");String userCredentials="your_email_address"+"/token:"+"your_api_token";String basicAuth="Basic "+ java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());Request request=newRequest.Builder().url(urlBuilder.build()).method("PUT", body).addHeader("Content-Type","application/json").addHeader("Authorization", basicAuth).build();Response response= client.newCall(request).execute();
Nodejs
var axios=require('axios');var config={  method:'PUT',  url:'https://example.zendesk.com/api/v2/tickets/123456/comments/35436/make_private',  headers:{'Content-Type':'application/json','Authorization':'Basic <auth-value>',// Base64 encoded "{email_address}/token:{api_token}"},};axios(config).then(function(response){console.log(JSON.stringify(response.data));}).catch(function(error){console.log(error);});
Python
import requestsfrom requests.authimport HTTPBasicAuthurl="https://example.zendesk.com/api/v2/tickets/123456/comments/35436/make_private"headers={"Content-Type":"application/json",}email_address='your_email_address'api_token='your_api_token'# Use basic authenticationauth= HTTPBasicAuth(f'{email_address}/token', api_token)response= requests.request("PUT",url,auth=auth,headers=headers)print(response.text)
Ruby
require"net/http"require"base64"uri=URI("https://example.zendesk.com/api/v2/tickets/123456/comments/35436/make_private")request=Net::HTTP::Put.new(uri,"Content-Type":"application/json")email="your_email_address"api_token="your_api_token"credentials="#{email}/token:#{api_token}"encoded_credentials=Base64.strict_encode64(credentials)request["Authorization"]="Basic #{encoded_credentials}"response=Net::HTTP.start uri.hostname, uri.port, use_ssl:truedo|http|http.request(request)end

Example response(s)

200 OK
// Status 200 OKnull

Redact Ticket Comment In Agent Workspace

  • PUT /api/v2/comment_redactions/{ticket_comment_id}

Redaction allows you to permanently remove words, strings, or attachments from a ticket comment.

In thehtml_body of the comment, wrap the content you want redacted in<redact> tags. Example:

{"html_body":"<div class=\"zd-comment\" dir=\"auto\">My ID number is <redact>847564</redact>!</div>","ticket_id":100}

The characters in the redact tag will be replaced by the ▇ symbol.

To redact HTML elements such inline images, anchor tags, and links, add theredact tag attribute to the element as well as the<redact> tag to inner text, if any. Example:

<a href="http://example.com" redact><redact>some link</redact></a>

Theredact attribute only redacts the tag. Any inner text will be left behind if not enclosed in a<redact> tag.

Redaction is permanent and can not be undone. Data is permanently deleted from Zendesk servers with no way to recover it.

This endpoint provides all the same functionality that theRedact String in Comment endpoint provides, plus:

  • Redaction of comments in closed tickets

  • Redaction of comments in archived tickets

  • Redaction of formatted text (bold, italics, hyperlinks)

Limitations: When content is redacted from an email comment, the content is also redacted from the original email through a background job. It may take a while for the changes to be completed.

Note: We recommend using this endpoint instead of theRedact String in Comment endpoint, which will eventually be deprecated.

Allowed For

  • Agents

Agent Workspace must be enabled on the account. For professional accounts, deleting tickets must be enabled for agents. On Enterprise accounts, you can assign agents to a custom role with permissions to redact ticket content.

Request Body Properties

NameTypeRequiredDescription
ticket_idintegertrueThe ID of the ticket
html_bodystringfalseThehtml_body of the comment containing<redact> tags orredact attributes
external_attachment_urlsarrayfalseArray of attachment URLs belonging to the comment to be redacted. Seecontent_url property of Attachment

Parameters

NameTypeInRequiredDescription
ticket_comment_idintegerPathtrueThe ID of the ticket comment

Code Samples

curl
curl https://{subdomain}.zendesk.com/api/v2/comment_redactions/{ticket_comment_id}\  -H"Content-Type: application/json" -v -u{email_address}/token:{api_token} -X PUT\  -d'{"html_body":"<div class=\"zd-comment\" dir=\"auto\">My ID number is <redact>847564</redact>!</div>", "ticket_id": 100 }'
Go
import("fmt""io""net/http")funcmain(){url:="https://example.zendesk.com/api/v2/comment_redactions/35436"method:="PUT"req, err:= http.NewRequest(method, url,nil)if err!=nil{fmt.Println(err)return}req.Header.Add("Content-Type","application/json")req.Header.Add("Authorization","Basic <auth-value>")// Base64 encoded "{email_address}/token:{api_token}"client:=&http.Client{}res, err:= client.Do(req)if err!=nil{fmt.Println(err)return}defer res.Body.Close()body, err:= io.ReadAll(res.Body)if err!=nil{fmt.Println(err)return}fmt.Println(string(body))}
Java
import com.squareup.okhttp.*;OkHttpClient client=newOkHttpClient();HttpUrl.Builder urlBuilder=HttpUrl.parse("https://example.zendesk.com/api/v2/comment_redactions/35436").newBuilder();RequestBody body=RequestBody.create(MediaType.parse("application/json"),"""""");String userCredentials="your_email_address"+"/token:"+"your_api_token";String basicAuth="Basic "+ java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());Request request=newRequest.Builder().url(urlBuilder.build()).method("PUT", body).addHeader("Content-Type","application/json").addHeader("Authorization", basicAuth).build();Response response= client.newCall(request).execute();
Nodejs
var axios=require('axios');var config={  method:'PUT',  url:'https://example.zendesk.com/api/v2/comment_redactions/35436',  headers:{'Content-Type':'application/json','Authorization':'Basic <auth-value>',// Base64 encoded "{email_address}/token:{api_token}"},};axios(config).then(function(response){console.log(JSON.stringify(response.data));}).catch(function(error){console.log(error);});
Python
import requestsfrom requests.authimport HTTPBasicAuthurl="https://example.zendesk.com/api/v2/comment_redactions/35436"headers={"Content-Type":"application/json",}email_address='your_email_address'api_token='your_api_token'# Use basic authenticationauth= HTTPBasicAuth(f'{email_address}/token', api_token)response= requests.request("PUT",url,auth=auth,headers=headers)print(response.text)
Ruby
require"net/http"require"base64"uri=URI("https://example.zendesk.com/api/v2/comment_redactions/35436")request=Net::HTTP::Put.new(uri,"Content-Type":"application/json")email="your_email_address"api_token="your_api_token"credentials="#{email}/token:#{api_token}"encoded_credentials=Base64.strict_encode64(credentials)request["Authorization"]="Basic #{encoded_credentials}"response=Net::HTTP.start uri.hostname, uri.port, use_ssl:truedo|http|http.request(request)end

Example response(s)

200 OK
// Status 200 OK{"comment":{"attachments":[],"author_id":123,"id":100,"plain_body":"My ID number is ▇▇▇▇!","public":true,"type":"Comment"}}

Redact Chat Comment

  • PUT /api/v2/chat_redactions/{ticket_id}

Permanently removes words or strings from a chat ticket's comment.

Wrap<redact> tags around the content in the chat comment you want redacted. Example:

{"text":"My ID number is <redact>847564</redact>!"}

The characters contained in the tag will be replaced by the ▇ symbol.

Note: This does not work on active chats. For chat tickets that predate March 2020, consider usingRedact Ticket Comment In Agent Workspace.

Allowed For

  • Agents

Agent Workspace must enabled for the account. Deleting tickets must be enabled for agents.

Request Body Properties

NameTypeRequiredDescription
chat_idstringtrueThechat_id in theChatStartedEvent event in the ticket audit. SeeTicket Audits
chat_indexintegerfalseThechat_index in theChatMessage event in the ticket audit. SeeTicket Audits. Mandatory ifmessage_id is not used
message_idstringfalseThemessage_id of theChatMessage event in the ticket audit that is part of aChatStartedEvent history. Used when redacting a ChatMessage that is part of a conversation history. Mandatory ifchat_index is not used
textstringtrueThemessage in theChatMessage event in the ticket audit. SeeTicket Audits. Wrapmessage with<redact> tags

To get the required body properties, make a request to theTicket Audit endpoint. Example response:

Status200OK{"audits":["events":[{"id":1932802680168,"type":"ChatStartedEvent","value":{"visitor_id":"10502823-16EkM3T6VNq7KMd","chat_id":"2109.10502823.Sjuj2YrBpXwei","history":[{"chat_index":0,"type":"ChatMessage","message":"My ID number is 847564!"}]}}]]}

Parameters

NameTypeInRequiredDescription
ticket_idintegerPathtrueThe ID of the ticket

Code Samples

curl
# Example with chat_indexcurl https://{subdomain}.zendesk.com/api/v2/chat_redactions/{ticket_id}\  -H"Content-Type: application/json" -v -u{email_address}/token:{api_token} -X PUT\  -d'{"chat_id":"2109.10502823.Sjuj2YrBpXwei", "chat_index": 0, "text": "My ID number is <redact>847564</redact>!" }'# Example with message_idcurl https://{subdomain}.zendesk.com/api/v2/chat_redactions/{ticket_id}\  -H"Content-Type: application/json" -v -u{email_address}:{password} -X PUT\  -d'{"chat_id":"2109.10502823.Sjuj2YrBpXwei", "message_id": "667b72a114a0d4d5c1d26aff", "text": "My ID number is <redact>847564</redact>!" }'
Go
import("fmt""io""net/http")funcmain(){url:="https://example.zendesk.com/api/v2/chat_redactions/123456"method:="PUT"req, err:= http.NewRequest(method, url,nil)if err!=nil{fmt.Println(err)return}req.Header.Add("Content-Type","application/json")req.Header.Add("Authorization","Basic <auth-value>")// Base64 encoded "{email_address}/token:{api_token}"client:=&http.Client{}res, err:= client.Do(req)if err!=nil{fmt.Println(err)return}defer res.Body.Close()body, err:= io.ReadAll(res.Body)if err!=nil{fmt.Println(err)return}fmt.Println(string(body))}
Java
import com.squareup.okhttp.*;OkHttpClient client=newOkHttpClient();HttpUrl.Builder urlBuilder=HttpUrl.parse("https://example.zendesk.com/api/v2/chat_redactions/123456").newBuilder();RequestBody body=RequestBody.create(MediaType.parse("application/json"),"""""");String userCredentials="your_email_address"+"/token:"+"your_api_token";String basicAuth="Basic "+ java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());Request request=newRequest.Builder().url(urlBuilder.build()).method("PUT", body).addHeader("Content-Type","application/json").addHeader("Authorization", basicAuth).build();Response response= client.newCall(request).execute();
Nodejs
var axios=require('axios');var config={  method:'PUT',  url:'https://example.zendesk.com/api/v2/chat_redactions/123456',  headers:{'Content-Type':'application/json','Authorization':'Basic <auth-value>',// Base64 encoded "{email_address}/token:{api_token}"},};axios(config).then(function(response){console.log(JSON.stringify(response.data));}).catch(function(error){console.log(error);});
Python
import requestsfrom requests.authimport HTTPBasicAuthurl="https://example.zendesk.com/api/v2/chat_redactions/123456"headers={"Content-Type":"application/json",}email_address='your_email_address'api_token='your_api_token'# Use basic authenticationauth= HTTPBasicAuth(f'{email_address}/token', api_token)response= requests.request("PUT",url,auth=auth,headers=headers)print(response.text)
Ruby
require"net/http"require"base64"uri=URI("https://example.zendesk.com/api/v2/chat_redactions/123456")request=Net::HTTP::Put.new(uri,"Content-Type":"application/json")email="your_email_address"api_token="your_api_token"credentials="#{email}/token:#{api_token}"encoded_credentials=Base64.strict_encode64(credentials)request["Authorization"]="Basic #{encoded_credentials}"response=Net::HTTP.start uri.hostname, uri.port, use_ssl:truedo|http|http.request(request)end

Example response(s)

200 OK
// Status 200 OK{"chat_event":{"id":1932802680168,"type":"ChatStartedEvent","value":{"chat_id":"2109.10502823.Sjuj2YrBpXwei","history":[{"chat_index":0,"message":"My ID number is ▇▇▇▇!","type":"ChatMessage"}],"visitor_id":"10502823-16EkM3T6VNq7KMd"}}}

Redact Chat Comment Attachment

  • PUT /api/v2/chat_file_redactions/{ticket_id}

Permanently removes one or more chat attachments from a chat ticket.

Note: This does not work on active chats. For chat tickets that predate March 2020, consider usingRedact Ticket Comment In Agent Workspace.

Allowed For

  • Agents

Agent Workspace must enabled for the account. Deleting tickets must be enabled for agents.

Request Body Properties

NameTypeRequiredDescription
chat_idstringtrueThechat_id in theChatStartedEvent event in the ticket audit. SeeTicket Audits
chat_indexesarrayfalseThe array ofchat_index in theChatFileAttachment event in the ticket audit. SeeTicket Audits. Mandatory ifmessage_ids is not used
message_idsarrayfalseThe array ofmessage_id in theChatFileAttachment event in the ticket audit that is part of aChatStartedEvent history. Used when redacting a ChatFileAttachment that is part of a conversation history. Mandatory ifchat_indexes is not used

To get the required body properties, make a request to theTicket Audits endpoint. Example response:

Status200OK{"audits":["events":[{"id":1932802680168,"type":"ChatStartedEvent","value":{"visitor_id":"10502823-16EkM3T6VNq7KMd","chat_id":"2109.10502823.Sjuj2YrBpXwei","history":[{"chat_index":0,"type":"ChatFileAttachment","filename":"image1.jpg"},{"chat_index":1,"type":"ChatFileAttachment","filename":"image2.jpg"}]}}]]}

Parameters

NameTypeInRequiredDescription
ticket_idintegerPathtrueThe ID of the ticket

Code Samples

curl
# Example with chat_indexescurl https://{subdomain}.zendesk.com/api/v2/chat_file_redactions/{ticket_id}\  -H"Content-Type: application/json" -v -u{email_address}/token:{api_token} -X PUT\  -d'{"chat_id":"2109.10502823.Sjuj2YrBpXwei", "chat_indexes": [0,1] }'# Example with message_idscurl https://{subdomain}.zendesk.com/api/v2/chat_file_redactions/{ticket_id}\  -H"Content-Type: application/json" -v -u{email_address}/token:{api_token} -X PUT\  -d'{"chat_id":"2109.10502823.Sjuj2YrBpXwei", "message_ids": ["667b72a114a0d4d5c1d26aff", "667b72a114a0d7xbc1d26aff"] }'
Go
import("fmt""io""net/http")funcmain(){url:="https://example.zendesk.com/api/v2/chat_file_redactions/123456"method:="PUT"req, err:= http.NewRequest(method, url,nil)if err!=nil{fmt.Println(err)return}req.Header.Add("Content-Type","application/json")req.Header.Add("Authorization","Basic <auth-value>")// Base64 encoded "{email_address}/token:{api_token}"client:=&http.Client{}res, err:= client.Do(req)if err!=nil{fmt.Println(err)return}defer res.Body.Close()body, err:= io.ReadAll(res.Body)if err!=nil{fmt.Println(err)return}fmt.Println(string(body))}
Java
import com.squareup.okhttp.*;OkHttpClient client=newOkHttpClient();HttpUrl.Builder urlBuilder=HttpUrl.parse("https://example.zendesk.com/api/v2/chat_file_redactions/123456").newBuilder();RequestBody body=RequestBody.create(MediaType.parse("application/json"),"""""");String userCredentials="your_email_address"+"/token:"+"your_api_token";String basicAuth="Basic "+ java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());Request request=newRequest.Builder().url(urlBuilder.build()).method("PUT", body).addHeader("Content-Type","application/json").addHeader("Authorization", basicAuth).build();Response response= client.newCall(request).execute();
Nodejs
var axios=require('axios');var config={  method:'PUT',  url:'https://example.zendesk.com/api/v2/chat_file_redactions/123456',  headers:{'Content-Type':'application/json','Authorization':'Basic <auth-value>',// Base64 encoded "{email_address}/token:{api_token}"},};axios(config).then(function(response){console.log(JSON.stringify(response.data));}).catch(function(error){console.log(error);});
Python
import requestsfrom requests.authimport HTTPBasicAuthurl="https://example.zendesk.com/api/v2/chat_file_redactions/123456"headers={"Content-Type":"application/json",}email_address='your_email_address'api_token='your_api_token'# Use basic authenticationauth= HTTPBasicAuth(f'{email_address}/token', api_token)response= requests.request("PUT",url,auth=auth,headers=headers)print(response.text)
Ruby
require"net/http"require"base64"uri=URI("https://example.zendesk.com/api/v2/chat_file_redactions/123456")request=Net::HTTP::Put.new(uri,"Content-Type":"application/json")email="your_email_address"api_token="your_api_token"credentials="#{email}/token:#{api_token}"encoded_credentials=Base64.strict_encode64(credentials)request["Authorization"]="Basic #{encoded_credentials}"response=Net::HTTP.start uri.hostname, uri.port, use_ssl:truedo|http|http.request(request)end

Example response(s)

200 OK
// Status 200 OK{"chat_event":{"id":1932802680168,"type":"ChatStartedEvent","value":{"chat_id":"2109.10502823.Sjuj2YrBpXwei","history":[{"chat_index":0,"filename":"redacted.txt","type":"ChatFileAttachment"},{"chat_index":1,"filename":"redacted.txt","type":"ChatFileAttachment"}],"visitor_id":"10502823-16EkM3T6VNq7KMd"}}}

Redact String in Comment

  • PUT /api/v2/tickets/{ticket_id}/comments/{ticket_comment_id}/redact

Permanently removes words or strings from a ticket comment. Specify the string to redact in an object with atext property. Example:'{"text": "987-65-4320"}'. The characters of the word or string are replaced by the ▇ symbol.

If the comment was made by email, the endpoint also attempts to redact the string from the original email retained by Zendesk for audit purposes.

Note: If you use the rich text editor, support for redacting formatted text (bold, italics, hyperlinks) is limited.

Redaction is permanent. You can't undo the redaction or seewhat was removed. Once a ticket is closed, you can no longer redact strings from its comments.

To use this endpoint, the "Agents can delete tickets" option must be enabled in the Zendesk Support admin interface atAdmin >Settings >Agents.

Allowed For

  • Agents

Parameters

NameTypeInRequiredDescription
ticket_comment_idintegerPathtrueThe ID of the ticket comment
ticket_idintegerPathtrueThe ID of the ticket

Code Samples

curl
curl https://{subdomain}.zendesk.com/api/v2/tickets/{ticket_id}/comments/{ticket_comment_id}/redact\  -H"Content-Type: application/json" -v -u{email_address}/token:{api_token} -X PUT\  -d'{"text": "987-65-4320"}'
Go
import("fmt""io""net/http")funcmain(){url:="https://example.zendesk.com/api/v2/tickets/123456/comments/35436/redact"method:="PUT"req, err:= http.NewRequest(method, url,nil)if err!=nil{fmt.Println(err)return}req.Header.Add("Content-Type","application/json")req.Header.Add("Authorization","Basic <auth-value>")// Base64 encoded "{email_address}/token:{api_token}"client:=&http.Client{}res, err:= client.Do(req)if err!=nil{fmt.Println(err)return}defer res.Body.Close()body, err:= io.ReadAll(res.Body)if err!=nil{fmt.Println(err)return}fmt.Println(string(body))}
Java
import com.squareup.okhttp.*;OkHttpClient client=newOkHttpClient();HttpUrl.Builder urlBuilder=HttpUrl.parse("https://example.zendesk.com/api/v2/tickets/123456/comments/35436/redact").newBuilder();RequestBody body=RequestBody.create(MediaType.parse("application/json"),"""""");String userCredentials="your_email_address"+"/token:"+"your_api_token";String basicAuth="Basic "+ java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());Request request=newRequest.Builder().url(urlBuilder.build()).method("PUT", body).addHeader("Content-Type","application/json").addHeader("Authorization", basicAuth).build();Response response= client.newCall(request).execute();
Nodejs
var axios=require('axios');var config={  method:'PUT',  url:'https://example.zendesk.com/api/v2/tickets/123456/comments/35436/redact',  headers:{'Content-Type':'application/json','Authorization':'Basic <auth-value>',// Base64 encoded "{email_address}/token:{api_token}"},};axios(config).then(function(response){console.log(JSON.stringify(response.data));}).catch(function(error){console.log(error);});
Python
import requestsfrom requests.authimport HTTPBasicAuthurl="https://example.zendesk.com/api/v2/tickets/123456/comments/35436/redact"headers={"Content-Type":"application/json",}email_address='your_email_address'api_token='your_api_token'# Use basic authenticationauth= HTTPBasicAuth(f'{email_address}/token', api_token)response= requests.request("PUT",url,auth=auth,headers=headers)print(response.text)
Ruby
require"net/http"require"base64"uri=URI("https://example.zendesk.com/api/v2/tickets/123456/comments/35436/redact")request=Net::HTTP::Put.new(uri,"Content-Type":"application/json")email="your_email_address"api_token="your_api_token"credentials="#{email}/token:#{api_token}"encoded_credentials=Base64.strict_encode64(credentials)request["Authorization"]="Basic #{encoded_credentials}"response=Net::HTTP.start uri.hostname, uri.port, use_ssl:truedo|http|http.request(request)end

Example response(s)

200 OK
// Status 200 OK{"comment":{"author_id":1,"id":35436,"plain_body":"My social security number is ▇▇▇▇!","type":"Comment"}}
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