Zendesk Ticket search based on search query like "email@address.com" and with results including comments. Using the official Zendesk API v2 ruby gem: https://github.com/zendesk/zendesk_api_client_rb

zendesk_ticket_and_comment_search_by_email.rb

require 'zendesk_api'

class Zendesk
  attr_accessor :client

  def initialize
    @client = ZendeskAPI::Client.new do |config|
      # Mandatory:

      config.url = "<- your-zendesk-url ->" # e.g. https://mydesk.zendesk.com/api/v2

      # Basic / Token Authentication
      config.username = "login.email@zendesk.com"

      # Choose one of the following depending on your authentication choice
      config.token = "your zendesk token"
      config.password = "your zendesk password"

      # OAuth Authentication
      config.access_token = "your OAuth access token"

      # Optional:

      # Retry uses middleware to notify the user
      # when hitting the rate limit, sleep automatically,
      # then retry the request.
      config.retry = true

      # Logger prints to STDERR by default, to e.g. print to stdout:
      require 'logger'
      config.logger = Logger.new(STDOUT)

      # Changes Faraday adapter
      # config.adapter = :patron

      # Merged with the default client options hash
      # config.client_options = { :ssl => false }

      # When getting the error 'hostname does not match the server certificate'
      # use the API at https://yoursubdomain.zendesk.com/api/v2
    end
  end

  def find_tickets_including_comments(search_query)
    client.search(query: "type:ticket #{search_query}").map do |ticket|
      ticket.to_h.slice(*%w[created_at subject]).merge(
        'comments' => ticket.comments.map do |comment|
          comment.to_h.slice(*%w[created_at via body])
        end
      )
    end
  end
end