we have implemented a custom web widget that interacts via API to create new tickets.
We noticed that tickets created via API doesn’t have the “Reply” button, but the agent needs everytime to switch to email channel and fill-out the ‘To’ email field manually even if the email is pushed via API (I can see the email set in the autocreated customer profile).
Is there some undocumented API field to be filled or some platform settings so that agent can simply press “Reply” button to respond to the ticket via email?
The default API documentation uses “type”: “note”, in ticket creation which will create the customer inquiry as a note.
Change that to either web or email and you should get the behaviour you are looking for.