Infos:
- Used Zammad version: 3.0.x
- Used Zammad installation source: Docker image
- Operating system: Amazon Linux (CentOS-based)
- Browser + version: Chrome
Hello Zammad community,
We’re currently trying to migrate to a self-hosted Zammad setup from an existing email-based workflow. We want to use Zammad’s API to create tickets (initiated by logged-in customers visiting a “support” page), but all follow-up communication should be done via email.
For this first step, I am trying to create a ticket article via the API as if it was received from the client via email. Unfortunately this doesn’t seem to work - I’d be thankful for any hints how this could be achieved.
When I am posting this:
{
article: {
from: "customer@customer.com",
to: "support@company.com",
body: "body",
internal: false,
subject: "subject",
type: "email"
},
customer_id: 123,
group: "Users",
title: "subject"
}
the article instead appears in the system like so
{
from: "\"Support\" <support@company.com>",
to: "support@company.com",
type: "email",
...
}
(Note how this replaced the user’s email with the company’s email for both sender and receiver. This means that pressing the Reply button in Zammad’s interface won’t work - as it doesn’t pre-populate the customer’s email address when it is pressed.)
If I am instead trying to send the same JSON on behalf of the customer user (using the X-On-Behalf-Of
header), the article even remains a note (which is also not desirable).
{
from: "Customer Name",
to: "support@company.com",
type: "note",
...
}
Any ideas? Thanks in advance!