I’m using private.request.create as the primary method for bringing customer requests into Helpspot. Everything seems OK, except there is one small oddity. In the Inbox and My Queue views the request lists the correct customer name, email and User ID values. However when viewing the full ticket, the initial post shows up in the request’s history as if the “API user” posted the message, and it shows as a “private note”. The staff reply goes to the customer, so it’s not a big deal, but it is a little confusing and odd, especially to staffers new to HelpSpot.
The request data is sent via HTTP_POST, using basic authentication using curl in PHP. For example:
curl_setopt($curl, CURLOPT_USERPWD, ‘firstname.lastname@example.org:abc123’);
curl_setopt($curl, CURLOPT_URL, $this->helpSpotApiURL);
curl_setopt($curl, CURLOPT_POST, true);
curl_setopt($curl, CURLOPT_POSTFIELDS, $queryString);
$queryString is this string
In this example, the request will have “Test Guy” as the customer name, and the staff reply will go to email@example.com. But looking at the Request History, the first post (i.e. the bottom item in the Request History) will show up with the name of the staff user account matching the firstname.lastname@example.org authentication info.
How can I rectify this?