Title: Ticket creation through API on behalf of (origin_by) customer
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What is your original issue/pain point you want to solve?
We want to offer an authenticated user the possibility to create a support ticket directly in our software. We use the ticket create API endpoint for this, but the owner of the API key is always the owner of the ticket. It was already a pain to set the customer as the owner of most parts of the ticket, e.g. the article through the origin_by_id attribute. -
Which are one or two concrete situations where this problem hurts the most?
As we can’t set origin_by_id on the ticket itself, the owner of the API key doesn’t get a notification about the new ticket.
Also all other agents think, the owner of the API key created an ticket, as that persons name is visible in the email - not the one of the customer. -
Why is it not solvable with the Zammad standard?
Because the functionality just is not implemented. The Zammad support confirmed that it is not possible. -
What is your expectation/what do you want to achieve?
The easiest way on your end would be to just add origin_by_id to the ticket itself OR use the customer_id, so that the ticket is fully created by the customer - the same way it happens through email.
The technically best implemented solution in my eyes would be to use the customer_id in the creation of a new ticket and use that as the origin of the ticket as well as the article.
Right now we need to set the origin_by_id and from attribute on the article too, even though the customer_id is set on the ticket itself. As those is data of the customer known already, it shouldn’t be necessary to send it again.