Adding voice comments to tickets

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5 Comments

  • Prashant Tank
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    Hello,
    We are adding a voice_comment in created ticket via API.
    We are also sendig a `author_id`,`submitter_id` param while adding a voice comment in it of agent whom the ticket is assigned.
    We can also see the added voice comment in zendesk portal also. But the problem is that, this added voice comment displayed as this comment is added by Admin user of zendesk (admin user, for which we are using credentials to access the zendesk APIs)

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  • Greg - Community Manager
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    Hi Prashant! Could you please share the API call and the payload (minus any authentication or other confidential data) so that we can take a look at why this may be happening?

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  • Prashant Tank
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    * Request url for adding voice comment in already created ticket.
    https://[SubDomain].zendesk.com/api/v2/tickets/[ticektId].json

    * Request param for adding voice note in alredy created ticket.

    Array
    (
    [ticket] => Array
    (
    [voice_comment] => Array
    (
    [from] => ENDUSER_NUMBER
    [to] => AGENT_NUMBER
    [recording_url] => RECODRING_URL
    [started_at] => 2021-03-30 20:43:54
    [call_duration] => 53
    [answered_by_id] => AGENT_ID
    )

    [author_id] => AGENT_ID
    [assignee_id] => AGENT_ID
    [submitter_id] => AGENT_ID
    )

    )

    * After calling a API we are receiving HttpCode as 200 after calling API with above shared param.

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  • Greg - Community Manager
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    Hi Prashant, thank you for sharing that! I thought about this a bit more and I actually think that the behavior that you're seeing does make sense. Since you are adding a voice comment, the event that is creating it will always be associated with the agent that is creating the comment. This is true for even Zendesk Talk.

    I hope that clarifies this!

    0
  • Prashant Tank
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    Hello,

    Please check below image for your reference.we are sending above api call to add this voice comment.

    0

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