Looking to see if there is anything in either an API Request response or payload that would indicate a ticket’s status change (from open to closed for example) was done by the requester or agent?
UseCase: I have certain tickets that I don’t want requester’s to be able to close without authorization. Plan was to create an application that took the onTicketUpdate event filtered for tickets that have a status change and identify if it was a requester that closed the ticket then using the request method and freshserivce APIs, change the status of those tickets back to open.
Reason: Currently we are not aware of a way to remove the “Close Ticket” button and/or functionality on the support portal for requesters.
Thank you for any suggestions or information regarding this.