Stricter ticket messages validation

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

We've decided to postpone the initial date of the API breaking change we were supposed to apply on December 12, 2022. We will perform a series of brownouts in an attempt to warn third-party developers who still haven't migrated their apps about this upcoming breaking change.

Brownouts:

• January 16, 2023, from 15:00 UTC to 17:00 UTC (7:00AM PST to 9:00AM PST) (2 hours)
• January 19, 2023, from 15:00 UTC to 19:00 UTC (7:00AM PST to 11:00AM PST) (4 hours)
• January 26, 2023, from 15:00 UTC to 03:00 UTC (7:00AM PST to 07:00PM PST) (12 hours)
• February 2, 2023 from 00:00 UTC to 23:59 UTC (24 hours)
• Fully enforced on February 9, 2023 starting 15:00 UTC (7:00AM PST)