Malcolm Walker

I have been able to successfully use the Help Center API to export posts and comments, but I am not able to download user-loaded images this way. My requests are getting filtered by Cloudflare.

Is there a way to download images stored by the user_images endpoint? I do not want to use a scraper library to defeat cloudflare, since the images already 'belong' to us.

For our help center, we have some articles that have attachments.  The people who edit the content of those articles are Light Agents and this is fine; however, those agents are not able to update the attachments.

Since the attachment is a code sample we would very much like for the article editor to be able to update the attachment somehow.

In this scenario, the people who are Light Agents are not acting as Light Agents, they are acting as End Users.  They're making a request for themselves, not for someone else.  So, they should be entitled to see their own communication.

Perhaps there should be the option to set if a ticket being created by a Light Agent is for themselves?  Or, if the ticket organization is the organization of the agent, then they can now see their own comments on the ticket, regardless of public or private?

Think of it like an email being read by the same person.  If they get an email notification from a private comment, they will see that!  But we want to encourage users to refer back to the ticket view as their source of truth, and for this ticket flow, light agents will be using Guide.

This functionality will also support future plans, where specific brands are internal-only (Internal IT helpdesk, for example) - those dashboards would never be Public outside the company, and would require a corporate login to see.