Hi there,
I’m struggling with some inconsistencies with the Freshdesk API and the CC Emails.
I’m using this end point to create replies via the API.
/api/v2/tickets/[id]/reply
When I send the following JSON request, it adds a reply and does the CC email as expected.
In the first example I’m adding a reply intended to be from the agent, so the user ID parameter is intentionally not set. This works correctly, I always receive the CC email.
{
"body": "Hi there, this is an example message.",
"cc_emails": [
"myemail@address.com"
]
}
This is for when adding a reply from the requestor, the user_id parameter is added indicating it is from the requester. In the ticket it looks right, it even adds the cc email address above the note, but only the primary email notification is sent, the CC email is never sent. I’ve tested this numerous times and each time produces the same result.
{
"body": "Hi there, this is an example message.",
"user_id": 101005018812,
"cc_emails": [
"myemail@address.com"
]
}
Any assistance would be appreciated,
Thank you
Richard