Reply to Ticket from Customer Email

Product
1

Hi,

trying to use the API to integrate our fresh desk helpdesk inside our products web portal, is there a way for the customer replies (ie the customer sends a further reply back to us after initially opening the ticket) to show as coming from the customer, everything I have tried seems to always show the reply as coming from the agent account email rather than the customers email

2

Hi @chris.heath
Welcome to the community :slight_smile:

you can use onConversationCreate event for your use case,
and use source object key to find the conversation is reply and use supporting_email key to get the customer email.

1 Like
4

Is there not an endpoint and a suitable object description where we can send the replies generated in our customer portal to which will show as coming from a customer?

5

@chris.heath
Yeah, we have an API to get all the conversations of the particular ticket

you can use and use source object key to find the conversation is reply and use supporting_email key to get the customer email,

I hope it helps

Thanks

1 Like