The private.request.update API method doesn’t seem to take a parameter indicating who is performing the update. Is there any way to do this?
Currently the user is determined by the user you’re authenticating as. So that’s the person the system will consider as making the updates.
Hmm, so our use case is basically a replacement for the portal system in our own web app, using the API to communicate with HelpSpot. One feature is to be able to see requests filed by anyone on your team. For posting updates from the user that filed the ticket I can use the public update method, but there doesn’t seem to be any way to handle updates from a “portal user” other than the user that created the request. Does this sound like a correct assessment?
Yes, if this portal creates the request for the customer and then you’re posting updates which are from either the customer OR a staff member then the system will assume (when posting as a staff member) that it’s the staffer who’s authenticated on the API.
So you would need to have them authenticate, which is this portal is replacing the HelpSpot API may be possible since they’re presumably logging into something though you’d have to remember their password.
Another tactic you could use would be to have a license for a generic API user. So at least it’s clear when it’s the portal “user” posting and then simply add a signature to those notes with the staffers name. This way it’s still going to be clear who’s posting the note.
Heh, just implemented that last one, great minds think alike Thanks for the help!
Let us know if there’s anything else you need.