Creating many tickets via API : comment is private by default, even when public = true
RéponduHello there,
I'm using the API to create some tickets. The goal is :
- to send a personnalised email to customers
- to keep track of what is send and trigger time-based events : reopen if no response in XX hours > agent takes charge of it, call is made, etc.
- If a customer answer by mail, I got the original payload
- If a customer call about it, everything is written.
In My API call to create_many.json, I've specified the comment to be PUBLIC :
- ...,"comment":{ "public" : true, "body" : "Dear XXXX\n\nWhatever"},...
Creation is working fine, but the first comment is ALWAYS private. Therefore, my customers receives a blank mail !
In my specific "email" trigger, I use the placeholder {{ticket.latest_comment_rich}} in the body, but it's not enough, the system prevents the placeholder to give a result.
When I send the email to a requester who is an agent or admin everything is fine ! wich indicates that the main problem is that first PRIVATE comment. It needs to be public.
I've searched the support to find a simple solution to change that behavior, found nothing.
I'd like not to have to do some ugly workaround for this, so any help is welcome :)
Thanks for your time.
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Nevermind, solved it.
I was creating the ticket using an agent ID as the submitter.
By making the end-user the submitter, the first comment becomes public by default and the email trigger works. A bit counter-intuitive, but make sense in the support logic.
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Thanks for taking the time to share this with everyone Emmanuel!
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