zendeskzendesk-api

Zendesk API - Notifications to end users are always from the user that is logged in

I am developing a simple connector for a contact form to Zendesk trough the Zendesk API. I authenticate with a emailaddress and token for the API. Everything works and i get the tickets inside of Zendesk.

The only thing is that when i create the ticket trough the API. The notification to the end-user is always from the user i was logged in to in the API credentials (email/token).

Is there a workaround for this? If i e-mail directly to: support@XXXX.zendesk.com, i get the e-mail from the organization name without a user name.

Differences

I use this API CAll now:

Postman

Solution

  • There may not be a workaround when it's sending out tickets, which is why I see some people use admin@domain.zendesk.com and my org uses api-user@domain.zendesk.com.

    Depending on what notifications you want to go out you may be able to solve this by re-routing the ticket using triggers to automatically reassign the ticket to someone else when generated.