Updating a ticket as another user using API V2

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    Mike

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

  • Avatar
    Steven Yan

    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.

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    James Taylor

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

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    Steven Yan

    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-customer-with-the-new-requests-api

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    sun douglas

    I was in search of the ways to update the ticket using the another API( which is used by someone else) . Since there exists no alternative for X-On-Behalf-Of in API v2, we are forced to work on new /api/v2/requests which will lets you to create ticket comments.

    http://www.outlookaddressbooks.com

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    Nicola Mustone

    @Steven it's 4 years now from the first comment. Is there any way now to submit comments as the customer?

    With the requests API even if I specify the requester ID it submits the comment as the admin/agent.

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    Joe McCarron

    Hi Nicola,

    Is this when creating the ticket/request, or when updating it with a new comment? The key to the /requests endpoint is that you need to authenticate as the end-user. Generally this is done by authenticating with an API token while passing in the requester's email address as the user making the request.

    As long as you authenticate as the end-user the comment should show them as the author. If that's not happening please submit a ticket with some details about the request and response so we can troubleshoot your situation.

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    Nicola Mustone

    Hi Joe,

    I solved with a `requests` endpoint and a trigger in ZD.

     

    Thanks :)

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