Create / change service desk tickets via API
Release notes
Service desk issues can be created using the current authenticated API (=> make service_desk_reply_to settable when creating issues)
Problem to solve
Currently, service desk issues can only be created using the E-Mail address.
We want to create service desk issues directly out of our SaaS application (if the user clicks on a "Contact support" button). We also want to automatically set labels for this issue (e.g. affected component, type of user)
Note: #7042 (closed) describes a related issue, but the requirement there is an anonymous API. We do not have that requirement, we can add a access token with full API permissions to our application. So all we need is for the issues created by the API to have the E-Mail address set.
Intended users
This benefits service desk users (Support).
The actual implementation is done by Developers.
User experience goal
When creating an issue using the issues API, the service_desk_reply_to field can be set. The issue should then be handled as if it was created by the support bot (Thank you E-Mail not required, we can send that manually, but following comments should trigger an E-Mail)
Proposal
Make the service_desk_reply_to an optional field in create issues endpoints (GraphQL and/or REST). There should not be much more changes needed.
Permissions and Security
This might create issues that are attributed to an E-Mail-Address but not acutally received by the address. Since E-Mail cannot validate the sender any way, this should not be much of an issue (I trust users in my project more than I do any random person sending me a mail).
Documentation
- The service desk documentation should be adjusted to include that issues can be created using the API
- The API documentation needs to be updated to include the field
Available Tier
- Free