How to update a ticket on behalf of the requestor

image avatar

Asim Chakraborty

Posted Sep 14, 2023

Hi

 

I am using the below code. However, it is shown in my name (Asim), not in the one below email id (Akshata),

https://mydomain.zendesk.com/api/v2/tickets/751981.json

 

{
    "ticket": {
      "comment": {
        "body": "This is an updated comment5 for the ticket."
      },
      "requester": {
        "name": "akshata.sali@emeritus.com",
        "email": "akshata.sali@emeritus.com"
      }
    }
  }

0

2

2 comments

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    Newest
      image avatar

      Asim Chakraborty

      Rafael Santos I tried as suggested by you below, however result is the same, it shows my user ID, it is also for updating a ticket, creation is working perfectly.

      Screenshot of my request

       

      Zendesk screenshot

      Please help.

      0

      image avatar

      Rafael Santos

      Hey Asim Chakraborty (API Until 10th Sept),

      In your shared example, you'd create a proactive ticket on behalf of the customer, sent by the authenticated user (you).

      To submit the ticket on behalf of the User, you could either pass that User's id to the ticket object's submitter_id property using the Tickets API, or otherwise use the Requests API and pass their User id on the Request Header X-On-Behalf-Of. Example in curl:

      -H "X-On-Behalf-Of: customer@example.com"

      Developer Documentation > Making API requests on behalf of end users

      API Reference > Ticketing > Tickets > Requesters and submitters

      API Reference > Ticketing > Requests

      1

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