API for replying to an existing ticket
No doubt, it's a great support system that freshdesk is.
While the API provided do almost everything, they lack the feature of adding replies to a given ticket.
This may be helpful if a customer wants to have their own interface for freshdesk. The user would be able to reply his or her thread right from customer website rather than following interface provided by FreshDesk.
1 person has this question
Is it available now? When we use REPLY api, its a reply from AGENT, but not from CUSTOMER. Please let me know.
You can use the reply API to add conversations to the ticket. Only the agent can access the API endpoints and so you might have to use an agent API to respond to the ticket. However, in the event of adding a customer response from your website or app, you can pass the parameter user_id to indicate the user.