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  • Toby Sterrett
    Zendesk Product Manager

    Kevin Ford thanks for bringing this up, we'll look into it. Out of curiosity, what is the workflow/process you are facilitating with the API here?

  • Kevin Ford
    Community Moderator

    We have people (non-agents) that like to monitor tickets and provide feedback. So I'm creating a side conversation using the API at ticket creation and the hope is to push all ticket comments to the side conversation, too.

    The goal is to keep non support staff out of Zendesk (even as light agents). They can chat as much as they want in the side conversation and it's captured but it keeps the comment history in the actual ticket clean.


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