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Request.create method ignores fOpenedVia field


#1

I’m creating a request via the private.request.create API method. Attempting to set fOpenedVia to 1 is ignored - it is set to 6 anyway. Setting fOpenedVia to another value such as 2 results in error 207: “Could not create request: You must assign this request to a category”

The documentation for request.create suggests that fOpenedVia should work.


#2

That’s correct, you can’t tell the system it was an email (1) because that impacts other areas. Other ID’s can be used however.


#3

Is there any way to import a message as if it were an email, or can that only be done through a POP/IMAP server?


#4

Is there any way to import a message as if it were an email, or can that only be done through a POP/IMAP server?

Being able to hand a block of text to the API and say “this is an email message, process it like one” would be a very useful feature for us.


#5

No, not exactly like an email. You’d have to generate an email and send it.


#6

Hmm, okay. That would be a useful API feature.

Right now we’re taking the messages and storing them on an IMAP server so they can get processed by Helpspot, but being able to do that through the API would let us get rid of that server.


#7

Do you not use inbound email at all already? After customer reply back and so on? If so you can just generate a normal email from your script and HelpSpot will pick it up.


#8

These are inbound emails, but they are going through a mail delivery agent, not an IMAP server.


#9

ah, well you could forward the HelpSpot ones to an email server but yeah that adds a piece to the mix.


#10

Yes, that’s what we’re doing now. It works, but we had to set up an IMAP server specifically for Helpspot, so being able to do it with an API call would be much simpler.