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Answered

Updating a ticket as another user using API V2

Taylan Aydinli
asked this on July 04, 2012 06:24

Hi,

in the V1 version of the API, we could use the X-On-Behalf-Of header to impersonate other users while making changes to a ticket. In the V2 version, there seems to be no such option. Whenever I make a change to a ticket (such as changing the status and adding a comment), the comment is shown as being entered by the API user. The assignee of the ticket is different from the API user and I need the comment to look like it was written by the assigned agent so the customer will not see the name of some other person in the notification mails she receives.

Are you planning on adding such a feature? Or is there something I'm missing?


Regards,

Taylan

 

Comments

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Mike
yabdab

I would like to know the answer to this as well please.

July 13, 2012 13:54
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Steven Yan
Product Manager

Hi Taylan and Mike, sorry for the long silence on this.  We don't have an equivalent to X-On-Behalf-Of in API v2, but we are working on a new /api/v2/requests endpoint which should let you create comments on a ticket as the end-user instead of the agent.  It's being worked on now, so we hope to have something available for all of you within the next few weeks.

August 07, 2012 10:11
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James Taylor
brandwatch

Can you say more accurately when this will be available, please?

September 06, 2012 03:20
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Steven Yan
Product Manager
Check Answer

Hi James, Mike and Taylan, sorry about this, I went through the API forum last night but neglected to update this forum entry.  We have released our Requests API which allows this functionality.  Please see our announcement here, which links to the developer documentation:

https://support.zendesk.com/entries/21964887-comment-as-the-custome...

September 06, 2012 08:54