Zendesk android Support SDK - add internal note

3 Comments

  • Andrew Dietrich

    Hi Dmitry,

    Internal notes are an agent-only feature, and the SDKs are designed for end-user use only. There also isn't a great way to combine the REST API with the SDK.

    Could you go into your use case?

    Andrew Dietrich | Technical Support Architect | support@zendesk.com

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  • Ayal Kellman

    Hi Andrew Dietrich

    I have a use case: 

    Currently, when a user uses our SDK to create a ticket, we insert device and OS information into the text of the ticket in addition . This is not viewable to the end user until we reply to them in which case they can see all of that information. 

    It would be better for it to work as follows: 

    1) Create ticket

    2) Update ticket with agent-only internal note

    Is there a way to achieve this (either via the SDK or combined with the API)?

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  • Matteo
    Zendesk Community Team

    Hello Ayal,

    I don't think there is a best practice way to set a comment as private from the SDK.

    The API you'd need though is this: https://developer.zendesk.com/rest_api/docs/support/ticket_comments#make-comment-private

    You can set the functionality in your app, but it would be a normal PUT request.

    Hope this helps!

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