APIs & Integrations

EstebanCastro
参加者

Respond to a ticket conversation via API

解決

Hello everybody!

I'm working with the Hubspot API to create a website where you can create tickets using forms and see their engagements.

 

1) Send ticket form via javascript form.

Captura de pantalla 2021-05-07 a las 14.57.02.png

 

2) Read tickets

 

curl --location --request POST 'https://api.hubapi.com/crm/v3/objects/tickets/search?hapikey=demo' \
--header 'content-type: application/json' \
--header 'Cookie: __cfduid=defdf8f9d3ce28c171639a737aecf19991617882670' \
--data-raw '{
  "filterGroups": [
    {
      "filters": [
        {
            "propertyName": "associations.contact",
            "operator": "EQ",
            "value": "344930714"
        }        
      ]
    }
  ],
  "sorts": [
      {
        "propertyName": "createdate",
        "direction": "DESCENDING"
      }
  ],
  "properties": [
  ],
  "limit": 10,
  "after": 0
}'

 

 

3) Read engagements

 

curl --location --request GET 'https://api.hubapi.com/engagements/v1/engagements/13073367213?hapikey=demo' \
--header 'Cookie: __cfduid=defdf8f9d3ce28c171639a737aecf19991617882670'

 

 

Everything that is answered from the hubspot CRM in the conversation appears on my website correctly.

 

Captura de pantalla 2021-05-07 a las 15.00.19.png

 

And if you reply by mail (gmail) to this message, it appears correctly as engagement and as a response in the conversation

 

Captura de pantalla 2021-05-07 a las 15.01.18.png

What I want now is to respond to this conversation via API as if it were answered by email and that it appeared in the Hubspot CRM conversation

 

1) Create engagement vía API.

 

curl --location --request POST 'https://api.hubapi.com/engagements/v1/engagements?hapikey=demo' \
--header 'Content-Type: application/json' \
--header 'Cookie: __cfduid=defdf8f9d3ce28c171639a737aecf19991617882670' \
--data-raw '{
    "engagement": {
        "active": true,
        "ownerId": 70505496,
        "type": "EMAIL",
        "timestamp": 1620297687888,
        "source": "CONVERSATIONS"
    },
    "associations": {
        "contactIds": [101],
        "companyIds": [ ],
        "dealIds": [ ],
        "ownerIds": [ ],
		"ticketIds":[400047780 ]
    },
    "attachments": [
    ],
    "metadata": {
        "from": {
        "email": "email@domain.com",
        "firstName": "First",
        "lastName": "Last"
        },
        "to": [
        {
            "raw": "support@19678522.hubspot-inbox.com",
            "email": "support@19678522.hubspot-inbox.com"
        }
        ],
        "cc": [],
        "bcc": [],
        "subject": "Re: Prueba de texto",
        "html": "<div>aaaa</div>",
        "text": "aaaaa"
    }
}'

 

 

With this endpoint, the engagement is correctly created but it does NOT appear as a response in the Husbpot CRM chain (CONVERSATIONS).

Captura de pantalla 2021-05-07 a las 15.04.24.png

However, it does appear in the Emails and Activity sections of the ticket.

Captura de pantalla 2021-05-07 a las 15.07.12.png

Is there any way to create an engagement as a response to the conversation chain as if it were answered by Email and it appeared in the Conversations section of the Hubspot CRM?

 

Thanks and sorry for my english!

1件の承認済みベストアンサー
tominal
解決策
ガイド役 | Solutions Partner
ガイド役 | Solutions Partner

Respond to a ticket conversation via API

解決

This is an interesting one. While I don't think it's possible through the API, that doesn't mean it's not impossible to keep it in that single engagement.

You could update ( to append to ) that engagement's HTML body with the reply's HTML to make it look like a thread. Does that make sense? It sounds better in my head but it may not accomplish the exact look of what Esteban is looking for.

Hope that helps!


Thomas Johnson
Community Champion


Kahu Software LLC
A Texan HubSpot consulting firm
https://kahusoftware.com

元の投稿で解決策を見る

4件の返信
AGarcia8
参加者

Respond to a ticket conversation via API

解決

Same issue here.

0 いいね!
EstebanCastro
参加者

Respond to a ticket conversation via API

解決

Thanks for the response and ideas.

I think they serve me for what I want to do.

Hope you keep improving the API. Nice job.

 

Greetings

dennisedson
HubSpot製品開発チーム
HubSpot製品開発チーム

Respond to a ticket conversation via API

解決

@tominal , do you have any advice here?

tominal
解決策
ガイド役 | Solutions Partner
ガイド役 | Solutions Partner

Respond to a ticket conversation via API

解決

This is an interesting one. While I don't think it's possible through the API, that doesn't mean it's not impossible to keep it in that single engagement.

You could update ( to append to ) that engagement's HTML body with the reply's HTML to make it look like a thread. Does that make sense? It sounds better in my head but it may not accomplish the exact look of what Esteban is looking for.

Hope that helps!


Thomas Johnson
Community Champion


Kahu Software LLC
A Texan HubSpot consulting firm
https://kahusoftware.com