Zendesk API: Business Rules Not Firing
Why aren't my business rules firing when using Zendesk API?
Business rules may not fire due to the current user condition. If your business rules are set to trigger based on the current user condition, they might not activate when tickets are created or updated using the API. This is because the current user is defined by who is authenticating the API call, not necessarily the author of the comment.
For instance, if an admin or agent is authenticating the call using the Tickets API, they are the current user. If an end-user is authenticating with the Requests API, they become the current user. Understanding this distinction is crucial for setting up effective business rules.
More related questions
Who is considered the current user when adding ticket comments via Zendesk APIs?
The current user is the one authenticating the API call. When you add ticket comments using Zendesk APIs, the current user is determined by who is authenticating the API call. This means that the user making the API call might not necessarily be…
How does the current user affect ticket updates in Zendesk APIs?
The current user impacts who is recognized during ticket updates. In Zendesk APIs, the current user is the one authenticating the API call, which affects how ticket updates are processed. This user might not be the same as the comment author, which…
What is the difference between Tickets API and Requests API in Zendesk?
The difference lies in who is considered the current user. In Zendesk, the Tickets API and Requests API serve different purposes based on the user authenticating the call. The Tickets API is typically used with admin or agent credentials, making…
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