API to reply back on an existing ticket by an user

  • 18 January 2019
  • 5 replies

I couldn't find any API using which a customer can reply back to a ticket.

I tried using conversations API's reply/note endpoints but "reply" endpoint is creating a conversation reply by the logged in agent while "note" endpoint is creating a note without any contact.

I there any API I'm missing out or this feature is not available?

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5 replies

Userlevel 4
Badge +12

Hello Pankaj,

At the moment, we don't have an API that lets the customers to respond to a ticket. All APIs are authenticated with agents' password/API key. 

If you're trying to set this up on an external application, you can mask the agent API and include the user_id in your request so that the comments are registered on behalf of the customers.


Hi Aravind,

Thanks for you fast reply.

Please correct me if I didn't understand the term "mask the agent API", I feel masking means creating an agent profile and using it's user id in the "reply" endpoint and considering it to be sent by the customer?

Userlevel 4
Badge +12

Yes, Pankaj. Unfortunately, that's the only option we can work with for now. 




Actually i tried to create a reply using user_id. But its throwing me an error:

{"code":"invalid_user","message":"You are not authorized to perform this action on behalf of this user. id:2043024834995, name:Anita.jose"}

Any idea why this is coming?.