get_tickets {zdeskR}

Get Zendesk Tickets

Description

This function takes your Email Id, authentication token, sub-domain and start time as parameters and gets all the tickets which have been updated on or after the start time parameter. By default each page returns 1000 unique tickets and an "after_cursor" value which stores a pointer to the next page. After getting the first page it uses the pointer to fetch the subsequent pages.

Usage

get_tickets(email_id, token, subdomain, start_time, remove_cols = NULL)

Arguments

email_id

Zendesk Email Id (username).

token

Zendesk API token.

subdomain

Your organization's Zendesk sub-domain.

start_time

String with a date or datetime to get all tickets modified after that date.

remove_cols

Vector of column names to remove from the results.

Details

The start time parameter should be in 'UTC' format as Zendesk uses the 'UTC' time zone when retrieving tickets after the start time. For example, the US Eastern Time Zone is currently four hours being UTC. If one wanted to get tickets starting on August 1 at 12 am, you would need to enter "2020-08-01 04:00:00". The user must do proper adjustment to accommodate the time zone difference, if desired. A date can be provided, it will retrieve results as of 12 am in the UTC time zone.

Start and end times can be entered with or without the time component. End time cannot be in the future, but should work for values up to one minute prior to the current time.

It's not a good practice to write down these authentication parameters in your code. There are various methods and packages available that are more secure; this package doesn't require you to use any one in particular.

The remove_cols parameter allows the removal of custom fields causing errors. Errors occurred when a field was sometimes blank and assigned a logical type and then appended to non-blank, non-logical inside of purrr::map_dfr. See issue #1 on GH.

Value

a Data Frame containing all tickets after the start time.

References

https://developer.zendesk.com/rest_api/docs/support/incremental_export#start_time

Examples

## Not run: 
all_tickets <- get_tickets(email_id, token, subdomain,
  start_time = "2021-01-31 00:00:00", end_time = "2021-01-31 23:59:59"
)

## End(Not run)