We have Freshdesk sending updates to Zulip using a webhook.
In their instructions, you include the following:
{"freshdesk_webhook":
{
"triggered_event":"{{triggered_event}}",
"ticket_id":"{{ticket.id}}",
"ticket_url":"{{ticket.url}}",
"ticket_type":"{{ticket.ticket_type}}",
"ticket_subject":"{{ticket.subject}}",
"ticket_description":"{{ticket.description}}",
"ticket_status":"{{ticket.status}}",
"ticket_priority":"{{ticket.priority}}",
"requester_name":"{{ticket.requester.name}}",
"requester_email":"{{ticket.requester.email}}",
}
}When we get the messages in Zulip, they are unable to show the correct person who updated the ticket. The person credited with updating the ticket is always the ticket creator. We want it to show us who changed the ticket. Has anyone worked with something like this in their environments?
