Unable to access Zendesk audits for chat transcript sync

General Questions
1

Hello everyone,

I’m trying to sync Zendesk chat messages to Jira using Exalate. The chat conversation history is stored in Zendesk’s audit events (specifically in ChatStartedEvent.value.history).

2

To sync Zendesk chat transcripts (from audit events like ChatStartedEvent.value.history) to Jira using Exalate, you’ll need to access the audit log data via the Exalate scripting engine. Zendesk’s audit events are available in the issue object as part of the entity received by Exalate, but they aren’t mapped by default.

Here’s how you can approach this in Script mode:

  1. In your outgoing sync script on Zendesk, extract the relevant audit event data and add it to the replica. For example:
// Outgoing sync (Zendesk)
def chatHistory = issue.audits?.find { it.eventType == "ChatStartedEvent" }?.value?.history
replica.chatHistory = chatHistory
  1. In your incoming sync script on Jira, map the chat history to a Jira field (like a custom field or comment):
// Incoming sync (Jira)
if (replica.chatHistory) {
    issue.customFields."Chat Transcript" = replica.chatHistory
}

You’ll need to ensure you have a custom field in Jira to store the chat transcript, or you can append it as a comment.

For more details on scripting and available fields, check out the Exalate Zendesk scripting documentation:
https://docs.exalate.com/docs/scripting-for-zendesk

And for Jira scripting:
https://docs.exalate.com/docs/scripting-for-jira

This approach lets you pull the chat transcript from Zendesk audits and sync it to Jira. If you run into issues accessing the audits, make sure your Exalate Zendesk connector has the necessary permissions and that audit events are included in the entity sent to Exalate.

Hope this helps you get your chat transcripts syncing smoothly!

3

Hi @Aleks57 !

Have you been able to test Aida’s answer?

BR

Tomas