User is notified when creating a discussion via the API?

Manuel's Avatar


19 Mar, 2018 05:18 PM

My name is Manuel Fernandez and I work at, we're a customer of yours.

When a customer of ours cancels their paid subscription, we create through your API a new discussion with the subject "Can I help you?" and some information regarding the cancellation (like the reason given and the user). This is so our support team can write to them in case they see a way to win back that customer.

We didn't think customers were notified when creating this discussion, since the way we create looks like a user sent us a message, so we assumed only when we write somethig on that discussion, *then* they would get an email.

But we just got a user reply to one of those threads even before we wrote to them:

Does this mean when we create a discussion through your API, customers get an email as well? If so, can we disable this behavior?

Thank you,

  1. Support Staff 1 Posted by Courtenay on 20 Mar, 2018 11:02 AM

    Courtenay's Avatar

    They didn't get an email (you can check this on the right hand side on the watcher list, there's an email icon) This user found the discussion via the web.
    Do you use the widget embed?

  2. brandi closed this discussion on 02 Apr, 2018 10:48 PM.

  3. brandi re-opened this discussion on 02 Apr, 2018 10:49 PM

  4. Support Staff 2 Posted by brandi on 02 Apr, 2018 10:49 PM

    brandi's Avatar

    HI Manual,

    Let us know if you need further assistance.


  5. brandi closed this discussion on 02 Apr, 2018 10:49 PM.

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