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Adding API support for "Internal Only" comments

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Phillip Leslie

19 Apr, 2013 01:56 PM

Hello,

We are relatively heavy users of your API -- we have internal code that scrutinizes each newly created discussion and sorts it to an appropriate queue based on a growing list of business rules. All in the name of providing outstanding support to our most important customers, and providing an appropriately lower level of support to certain other users.

However, we would very much like the ability to be able to add "Internal Only" comments to discussions via the API, an equivalent of the way that you can do that in the UI.

That will make it much easier for us to add automated details to each support discussion, information that will make it much more efficient to handle the support request.

Sure, there are some workaround related to somehow embedding Javascript and having that somehow pull the information from our site, but it's a hack at best.

Is there hope for "Internal Only" discussion comments, via API, in the future?

Thanks!

1. 1 Posted by Nicole on 19 Apr, 2013 05:22 PM

   

   Phillip -

   There is hope, but the existing development ticket hasn't been scheduled yet. I've added it to this discussion and when we have it in active development we'll update this discussion.

   Thanks,
   Nicole

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2. 2 Posted by Phillip Leslie on 19 Apr, 2013 05:32 PM

   

   Thanks, I'm glad to see the LH issue attached, gives me hope that you might find time for this feature!

   -Phil

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3. 3 Posted by Julien on 19 Apr, 2013 05:46 PM

   

   Hi Phil,

   You can already do so: https://help.tenderapp.com/kb/api/comments. Simply use internal = true in the hash, like so:

   curl -H "Accept: application/vnd.tender-v1+json" \
     -H "Content-Type: application/json" \
     -d '{"body":"I like mittens", "internal":true }' \
     https://EMAIL:[email blocked]/lightboxapp/discussions/12345/comments"
   

   Let me know how it goes.

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4. 4 Posted by Phillip Leslie on 19 Apr, 2013 06:04 PM

   

   Julien,

   That is awesome news. We searched and searched for ways to do this, but somehow we overlooked that.

   This is great. We'll put it to good use!

   -Phil

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5. 5 Posted by Julien on 19 Apr, 2013 06:06 PM

   

   Glad to help. Don't hesitate to reach out to us earlier when you have questions or issues. We're here to make your Tender awesome ;)

   Cheers.

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6. Julien closed this discussion on 19 Apr, 2013 06:06 PM.

7. Phillip Leslie re-opened this discussion on 25 Apr, 2013 07:06 PM

8. 6 Posted by Phillip Leslie on 25 Apr, 2013 07:06 PM

   

   Julien,

   Your instructions worked exactly. Now we're able to automatically add internal-only comments to inbound support issues, describing the status of the user's account, recent activity with our solution, etc.

   This is extremely helpful for us. It'll have a huge impact on our productivity in TenderApp.

   Thanks again for your help.

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9. 7 Posted by Julien on 25 Apr, 2013 08:04 PM

   

   No worries,

   Take care!

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10. Julien closed this discussion on 25 Apr, 2013 08:04 PM.