Tickets & Conversations

DavidMc
Participant

How to respond to tickets generated via the API

We are switching from tickets generated from connected emails to tickets directly created via the HS API from a form on our website.

We have this working, however there is now way to respond directly to the ticket, only to start a new email with the ticket contact.

We wish to reply within the context of the ticket. How do we do this?

0 Upvotes
TiphaineCuisset
Community Manager
Community Manager

How to respond to tickets generated via the API

Hi @DavidMc 

 

Thank you for reaching out!

 

It should be possible, I found this thread that should help you. The idea is to connect a support form to the conversations inbox so it creates the ticket, and then you should be able to respond to that in the conversations inbox

 

Hope that helps.
Have a lovely day,
Tiphaine.


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SMatteson
Participant

How to respond to tickets generated via the API

We have this same issue, however, the form submission goes to a ticket and we can only create a new email to reply. Would love to see that the body of the form is an email thread that we can reply to.

0 Upvotes