Using ticket api to reply to a ticket

[cto-skipr]

Hi,

 We are considering the use of Service Hub to replace our current ticketing solution. However, to do so we would need to be able to manage ticket from a mobile interface. Based on the ticket api it is unclear to us: if we can reply to a ticket with new content (with attachment or not) and have that reply sends back to the user?

 If not via the ticket api, how would it be possible to achieve this?

Thank you for your support,

Stéphane

[WendyGoh · Accepted solution]

Hey @cto-skipr,

While it is not possible to reply back to a ticket via the ticket API. You can create email engagement with attachments and associate it with the ticket by using both the Create an Engagement | Engagements API and CRM Associations API Overview.

[ilyastam]

I am creating an engagement via an API and associating it with a ticket. It shows up as a logged email under the ticket, but no email is being actually sent. Is this intentional?