Troubleshooting Public Comment Creation in Zendesk
Why can't I create a public comment with a specified author_id in Zendesk?
If you're unable to create a public comment with a specified author_id, it might be due to the author's role permissions. In Zendesk, if the author is a light agent, they may not have permission to add a public comment to the ticket. This is expected behavior, and you should check the author's role permissions to resolve this issue.
More related questions
How do I add a comment to a Zendesk ticket using the API?
To add a comment to a Zendesk ticket using the API, you should use the Update Ticket endpoint. This is the recommended method instead of using the Ticket Comments endpoint. By using the Update Ticket endpoint, you can efficiently add comments to…
Can I import comments to tickets using the Zendesk API?
Yes, you can import comments to tickets using the Zendesk API by utilizing the Ticket Bulk Import API endpoint. This allows you to add comments and set the comment dates as part of the API call, making it a convenient option for importing notes or…
How can I update a ticket with a public comment in Zendesk Messaging?
To update a ticket with a public comment in Zendesk Messaging, you need to use the Sunshine Conversation API. The Ticket update API works for email channels but not for messaging channels. Ensure you have Sunshine Conversation integrated to…
Is it possible to tag or mention someone in internal comments via Zendesk API?
Currently, it isn't possible to tag or mention someone in internal comments via the Zendesk API. The agent needs to manually select which agent they wish to mention from the @mention auto-complete menu. This feature is not supported in the API, but…
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