deprecated

Stricter ticket messages validation

Starting from December 12, 2022, the validation of our ticket and ticket message endpoints will be more strict. When creating or updating tickets or ticket messages, we will enforce a new set of rules on ticket messages:

Public messages

  • Outgoing message (from_agent set to true):
    • sender must reference an existing user
    • receiver must be a customer, if specified
  • Incoming messages (from_agent set to false):
    • sender must reference a customer
    • receiver should not be set

In either case, if the sender or the receiver is not set, we default to the bot user

Internal notes

  • from_agent must be set to true
  • sender must reference an existing user
  • receiver should not be set