Zendesk has both a Tickets API and a Requests API. A ticket is an agent's perspective on a ticket. A request is an end user's perspective on a ticket.
For managing tickets, Zenpy provides a "Ticket" object.
For Request (end users perspective) I could not find any object as "Request".
is the Ticket and Request same thing? should I go with "Ticket" for ITSM.
facetoe
commented
6 years ago
Zendesk has both a Tickets API and a Requests API. A ticket is an agent's perspective on a ticket. A request is an end user's perspective on a ticket. For managing tickets, Zenpy provides a "Ticket" object. For Request (end users perspective) I could not find any object as "Request".
is the Ticket and Request same thing? should I go with "Ticket" for ITSM.