Victor Kurushin

Tipene Hughes Thank you for you answer!

But what if I don't want to update an already created ticket and want to create a new ticket with the same email address?

Besides, a new ticket is created with new ID, only the text of the ticket is duplicated.

Hey! I have a problem.

I am using zendesk for support in my game.

When a user wants to contact support, he fills in the form fields and I send a POST request to /api/v2/requests.json.

The data in the request is pretty simple.

 

{
   "request": {
      "requester": {
         "name": "{{userName}}",
         "email": "{{userEmail}}"
      },
      "subject" : "Help me!",
      "comment": {
         "body": "{{userMessage}}"
      }
   }
}

where userName, userEmail and userMessage are the fields that the user fills in

So the problem is that when a user sends more than 1 message with the same email address, I get different tickets with a text (body) inside, similar to the first message.

 

Example:

User send

{
   "request": {
      "requester": {
         "name": "John",
         "email": "john@test.com"
      },
      "subject" : "Help me!",
      "comment": {
         "body": "Help me please!"
      }
   }
}

I receive a ticket with ID 10 and the text "Help me please!"

After that user send another request

{
   "request": {
      "requester": {
         "name": "John",
         "email": "john@test.com"
      },
      "subject" : "Help me!",
      "comment": {
         "body": "I change my mind"
      }
   }
}

I receive a ticket with ID 11 and the text "Help me please!"

And all the next tickets with the email address john@test.com will be new, with a new ID, but with the text “Help me please!”.

Am I doing something wrong?