author_id equals -1 for messages sent on the New Zendesk Web Widget
We are seeing that when a users starts chatting us from the New Zendesk Web Widger, all the conversations on that ticket (in both the Tickets Comments API and placeholders on a trigger), both coming from the user and the support agent have an author_id = 1, which doesn't make sense to us.
Also, all those messages are bunched up in the same comment
For example:
"plain_body": "(08:53:16 AM) Web User 30136c81faf648d8ffe907d2: Thank you very much\n\n(08:53:33 AM) Web User 30136c81faf648d8ffe907d2: I'll wait 10 minutes and see what the API tells us\n\n(08:55:31 AM) Agent 1: OK, I'll wait with you to see if both our comments ar bunched in together"
I would really like to know why this works like this and how this could possible be useful to anybody.
I would really like to know why this works like this and how this could possible be useful to anybody.
We are being forced to use the Tickets Audit API to find out who really sent the message, but would love to just be able to get just the user's comments on the Trigger's Webhook body using Liquid Markup
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