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Channel Framework: Set comment author as agent?
Posted Jun 17, 2024
Hi there,
We have a channel framework based app and are running into an issue with identifying comment authors as agents instead of end users. In the channel framework, we are only able to specify a few fields as described here: https://developer.zendesk.com/documentation/channel_framework/understanding-the-channel-framework/pull_endpoint/#author-object
Our issue is that when we post comments back from agents, they are automatically added to Zendesk as new end users. There is no way to mark them as an agent or tie them back to an existing agent in Zendesk. Additionally. because they are marked as end users, the ticket status seems to get reset to Open which is not what we want.
Is there any solution or workaround to this issue? Thanks in advance.
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2 comments
AntonMi
Jake McCloskey Our workaround was to find the user and change its role to a [Light] Agent. That helped a bit, will it work for you?
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Jake McCloskey
Hi AntonMi, thanks for the reply. This may work for us, I will give it a try.
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