How can I identify the real Current user (user that last updated the ticket) of a ticket comment when this comment was posted on behalf any possible user (en-user, requester, assignee, whatever) from the API... Knowing that the issue is: when a new comment is posted from the API Zendesk considers that the Current user is always the user who issued the API token... Thus leading to the end-user viewing weird identity changes into the conversation flow...
How can I identify the real Current user (user that last updated the ticket) of a ticket comment when this comment was posted on behalf any possible user (en-user, requester, assignee, whatever) from the API ?
HeyO Max - Sorry for the delay here....
The ticket's audits
api/v2/tickets/TICKET_ID/audits.jsonwill contain a few different levels. The author_id attribute will appear both for the audit itself (top) - "which user's credentials authenticated the API call which created this"
as well as within the comment event, where it represents the "intended author" - if the API call included an author_id, it would show up here.
Login to the community
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.