DocumentationAPI Reference

Conversation Log

The Conversation Log API provides a read-only list of all ticket and conversational events appended to a ticket.

Conversational events include messages sent by agents, end users, or bots.

Ticket events cover interactions such as adding new comments to the ticket.

For a complete list of events, see the Conversation Log events reference.

EAP Scope

The Conversation Log API is currently part of an early release program. The coverage of events is currently limited but it would increase in future API releases.

JSON format

Conversation Log are represented as JSON objects with the following properties:

NameTypeRead-onlyMandatoryDescription
attachmentsarraytruetrueA collection of attachments (image or file) associated with the event
authorobjectfalsetrueObject that describes the user who created the event
contentobjecttruetrueObject that describes the content of the message. The inner fields depends on the record type
created_atstringtruetrueThe timestamp of when this record was created
idstringtruetrueUnique record identifier
metadataobjecttruetrueVarious additional data that further describes this record
referencestringtruetrueA Zendesk resource name value that uniquely identifies this record. Example: zen:ticket_event:<id>
typestringtruetrueThe type of record, representing one of the conversational ticket events. Examples: Comment or Messaging::ConversationMessage

Example

{  "attachments": [    {      "content_type": "image/png",      "content_url": "https://company.zendesk.com/attachments/token/123/?name=sample.png",      "deleted": false,      "file_name": "sample.png",      "height": 128,      "id": 8639388162331,      "inline": false,      "mapped_content_url": "https://company.zendesk.com/attachments/token/h123/?name=sample.png",      "size": 20331,      "thumbnails": [        {          "content_type": "image/png",          "content_url": "https://company.zendesk.com/attachments/token/333/?name=sample_thumb.png",          "deleted": false,          "file_name": "sample_thumb.png",          "height": 80,          "id": 8639488164605,          "inline": false,          "mapped_content_url": "https://company.zendesk.com/attachments/token/333/?name=sample_thumb.png",          "size": 10173,          "url": "https://company.zendesk.com/api/v2/attachments/86395.json",          "width": 80        }      ],      "url": "https://company.zendesk.com/api/v2/attachments/13341.json",      "width": 128    }  ],  "author": {    "avatar_url": "https://static.zdassets.com/web_widget/latest/default_avatar.png",    "display_name": "Sample Owner",    "type": "agent",    "zen:sunco:user_id": "a21a91fd1234a",    "zen:support:user_id": 123111233  },  "content": {    "body": "<div class=\\\"zd-comment\\\" dir=\\\"auto\\\">big bear attachment public comment email<br></div>",    "type": "html"  },  "created_at": "2024-10-09T03:30:43Z",  "id": "01J9Q342W4DE2G1343NNTX36G",  "metadata": {    "custom": {},    "public": true,    "system": {      "client": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7)",      "ip_address": "123.45.67.89",      "latitude": -30.3,      "location": "Sydney, NSW, Australia",      "longitude": 100.1    },    "ticket_version": 4  },  "reference": "zen:ticket_event:8639326502654",  "type": "Comment"}

List Conversation log for Ticket

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

Lists the conversation log events for a specified ticket.

Pagination

  • Cursor pagination

See Pagination.

Returns a maximum of 100 records per page.

Allowed for

  • Agents

Parameters

NameTypeInRequiredDescription
ticket_idintegerPathtrueThe ID of the ticket

Limits

This endpoint has its own rate limit that is different from the account wide rate limit. When calls are made to this endpoint, this limit will be consumed and you will get a 429 Too Many Requests response code if the allocation is exhausted.

Headers

API responses include usage limit information in the headers for this endpoint.

Zendesk-RateLimit-omnilog-index: total={number}; remaining={number}; resets={number}

Within this header, “Total” signifies the initial allocation, “Remaining” indicates the remaining allowance for the current interval, and “Resets” denotes the wait time in seconds before the limit refreshes. You can see the Total, and Interval values in the below table.

Details

This is the limit definition for the List Conversation Log endpoint

Rate LimitsScopesIntervalSandboxTrialDefault
StandardAccount1 minute100100N/A
With High Volume API Add OnAccount1 minute300300N/A

"Default" applies to all Zendesk suite and support plans. Please refer to the general account limits for more information.

Code Samples

curl 
curl https://{subdomain}.zendesk.com/api/v2/tickets/{ticket_id}/conversation_log.json \  -v -u {email_address}/token:{api_token}
Go 
import (	"fmt"	"io"	"net/http")
func main() {	url := "https://example.zendesk.com/api/v2/tickets/123456/conversation_log"	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 = new OkHttpClient();HttpUrl.Builder urlBuilder = HttpUrl.parse("https://example.zendesk.com/api/v2/tickets/123456/conversation_log")		.newBuilder();String userCredentials = "your_email_address" + "/token:" + "your_api_token";String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());
Request request = new Request.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/conversation_log',  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.auth import HTTPBasicAuth
url = "https://example.zendesk.com/api/v2/tickets/123456/conversation_log"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/conversation_log")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: true do |http|	http.request(request)end

Example response(s)

200 OK 
// Status 200 OK
{  "events": [    {      "attachments": [],      "author": {        "avatar_url": "https://static.zdassets.com/web_widget/latest/default_avatar.png",        "display_name": "SampleBot",        "type": "bot",        "zen:sunco:user_id": "a21a91fd1234a",        "zen:support:user_id": -1      },      "content": {        "actions": [          {            "reply": {              "payload": "goto_node=01J9WVC919KKCBB0WKC42YQMCT_01J9Z7SYB9EGXNGT8DQV3KX4F2",              "text": "Talk to a human"            }          }        ],        "text": "Hey! Have a question? I'm here to assist.",        "type": "text"      },      "created_at": "2025-04-22T09:24:26Z",      "id": "02JSED093DTX4RTDRRJXN2YKB0",      "metadata": {        "custom": {},        "system": {},        "ticket_version": 0      },      "received_at": "2025-04-22T09:24:26.861Z",      "reference": "zen:sunco:conversation_message:6807603a38564290f5a086c2",      "source": {        "type": "zd:answerBot"      },      "type": "Messaging::ConversationMessage"    },    {      "attachments": [],      "author": {        "display_name": "sample user",        "type": "user",        "zen:support:user_id": 8303911923701      },      "content": {        "body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Conversation with wp native</p>\n\n<p dir=\"auto\">URL: None</p></div>",        "type": "html"      },      "created_at": "2025-04-22T09:24:46Z",      "id": "01JSED0VSGBJP9TJ471NTUGYYD",      "metadata": {        "custom": {},        "public": false,        "system": {},        "ticket_version": 0      },      "reference": "zen:ticket_event:8639371328313",      "type": "Comment"    }  ],  "links": {    "next": "https://company.zendesk.com/api/v2/tickets/123/conversation_log.json?page%5Bafter%5D=eyJvIjziaWQiLCJ2IjoiY3hvQUFBQXdNVXBUUlVSTk1WRkxXVGMxVFZSYVMwSk5SRXN8VnpRMVJ3PT0ifQ%3D%3D&sort=created_at",    "prev": "https://company.zendesk.com/api/v2/tickets/123/conversation_log.json?page%5Bbefore%5D=eyJvIjoiaWQiJKJ2IjoiY3hvQUFBQXdNVXBUUlVRd09UTkVWRmcwVWxSRVVsSktXRTR3V1V0Q03BPT0ifQ%3D%3D&sort=created_at"  },  "meta": {    "after_cursor": "eyJvIjoiaWQiLCJ2IjoiY3hvQUFBQXdNVXBUUlVERk1WRkxXVGMxVFZSYVMwSk5SRXN6VnpRMVJ3PT0ifQ==",    "before_cursor": "eyJvIjoiaWQiLCJ4IjoiY3hvQUFBQXdSDEBUUlVRd09UTkVWRmcwVWxSRVVsSktXRTR3V1V0Q01BPT0ifQ==",    "has_more": false  }}