Creating ticket via api and have email sent from support instead of user | Community
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Creating ticket via api and have email sent from support instead of user

  • March 6, 2020
  • 1 reply
  • 0 views
S

We are creating tickets via the tickets api:

 
here is the json of the ticket:
 
{
"ticket":
{
"requester":{
"name":ticket.user.name,
"email":ticket.user.email
},
"subject":ticket.ticket.subject,
"comment":{
"body":commentBody
},
"submitter_id":zendeskUserID,
"custom_fields": [
{
"id":36001568125014,
"value":data
},
]
}
}
 
When the ticket gets created it sends an email to the requester but the email shows its coming from the user of the api token.  How can we have it come from the general ZenDesk Support?

    1 reply

    Molly19
    • Molly19
    • March 11, 2020

    Hey @Shawn Varughese,

    If you are using the tickets endpoint, that's from an agent perspective and acts as though an agent submitted the ticket. So in that case, there's no way to change the notification without changing the API user. However, if you use the requests endpoint, that's from the end-user perspective so the reply will be generic.

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