Skip to main content
Question

Create a ticket as an Agent from the API

Sebastian Ocampo
Apprentice
Forum|alt.badge.img

We are trying to create ticket as an Agent from the API, we’ve tried different things as using responder_id; or email_config_id, we trying with different source but We can’t get it, 

If somebody get this done, we’ll appreciate any help on this topic. if is not possible because is a limitation of the API. We think this would be a good feature to integrate into the API.

 

    Did this topic help you find an answer to your question?

    2 replies

    aravind.sundararajan
    Skilled Expert
    Forum|alt.badge.img+12

    Hello @Sebastian Ocampo Welcome to the Freshworks Community. Can you please elaborate on the use case here? Are you attempting to generate a ticket on behalf of an agent, with the requester's email address being that of the agent?

    Cheers!

    Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
    Sebastian Ocampo
    Apprentice
    Forum|alt.badge.img

    I am using the API to create a Ticket from my website, and I create the ticket as an Agent to notify a customer about his order, so I am using the next Structure:

    $ticket = Ticket::make([
                 "source"        => Ticket::SOURCE_OUTBOUND_EMAIL,
                 "responder_id"  => $this->agentApiService->getCurrentAdminAgent()->getId(),
                 "description"   => $messageData['body_text'],
                 "subject"       => __('Order tracking ') . $order->getIncrementId(),
                 "email"         => $order->getCustomerEmail(),
                 "priority"      => Ticket::PRIORITY_LOW,
                 "status"        => Ticket::STATUS_OPEN,
                 "type"          => Ticket::TYPE_ORDER,
                 "attachments"   => $this->_getAttachments(),
                 "custom_fields" =>[
                    "cf_orderid" => $orderId,
                    "cf_category"=> $category,
                    "cf_storeid" => $storeId,
                    ]
]);

    After create the ticket sucessfully I found the issue and is in The Ticket in Freshdesk appear the Agent that has the API token as the creator of the ticket, but I would like to show the Agent that create the ticket as the creator;

    I hope is more clear now.

     

    Reply


    Most helpful members this week

    Terms of UsePrivacy Notice