When I use the freshdesk in my broweser, I can make a private conversation. My customer wil not see this conversation. But If I use this JSON
{
"body": "This text is fo my eyes only",
"private": true
}
The API returns an error, because the parameter “private” can’t use for adding a conversation.
Is there another way to create a private conversation?
Hi @jkuiper
If possible, could you please share you Code with the add notes endpoint.
This is how my payload looks like and I’m able to add the private notes to the tickets.
let requestURL= “https://***.freshdesk.com/api/v2/tickets/3830/notes”
data = {
user_id: parseInt(options.loggedInUserId),
body: Test private Notes,
private: true
}
$request.invokeTemplate("addNotes",{
context:{
domain: requestURL
id: 3830
},
body: JSON.stringify(data)
}).then(response)=>{
console.log(“ADD NOTES TO THE TICKET RESPONSE”, response)
})
Notes are not the problem.
I want to reply to this apicall : /api/v2/tickets/[id]/reply. It has a private conversation field and public. Public is not a problem, but there’s no private parameter.
There is no ‘private’ on a reply
They are replies to the requestor.
Notes can be private or public. The requestor (in general) will get a notification of a private note but it is not a reply.
Since you are talking about a private conversation - you might be discussing Threads. That would be generally private conversation off ticket.
Hey there,
as @Christian_Brink said, you cannot create “private” replies, as far as I know.
Replies are always public and sent to the requester.
What do you mean with:
Are you referring to Freshdesk from an agent side? If so, then how do you create “private” conversation?
As far as I know you only can do a reply (which is public) or notes (where you can choose if public or private) - So same as via API.
Hope that helps
Best
Tom
This is what the helpguide is showing:
I’m a little bit confused if this only replies on notes and not conversation.
I know that our support staff can put a private message on the ticket it self.
Hey @jkuiper
the snippet you shared says that there are “replies as well as public and private notes”.
All three are a “conversation”.
I am pretty sure that your support staff does create private notes and not private replies.
Best
Tom
Correct that is object model for all of the conversation objects. The reply object doesn’t have ‘private’ attribute.
As noted here in the reply object model.
If you want a private note you will need to use notes
If you want an ‘internal conversation’ that is semi-private you’ll need to use ‘Thread’
This sounds a little X-Y.
Can you explain what the use case is? that would make it easier for us to help.
