Ticket activity status is not updated when a technician replies through the API
When a technician replies to a customer through the REST API
(POST /api/v3/tickets/{ticketId}/comments, public comment), the ticket's
activity status stays on "Awaiting technician response". The same reply made
from the Atera web console moves it to "Awaiting customer response".
Why it matters: we answer customers from our own tools and automations through
the API. Those tickets keep showing as waiting on us even though the customer
has already been answered, so the queue, the follow-up work and any reporting
based on activity status become unreliable. The only workaround today is to
open each ticket and change the status by hand.
The activity status is also not exposed by the API: it is missing from the
response of GET /api/v3/tickets/{ticketId} and from the ticket list, so an
integration can neither read it nor correct it.
Requested, either of these would solve it:
Automatic update: apply the same logic as the web console when a public
technician comment is created through the API, setting the activity status
to "Awaiting customer response". Internal notes should not change it.API access: add the activity status as a field in the ticket responses, and
allow updating it through the API (on the comment request, or on the ticket
update endpoint).
Related idea, which asks for the field in the API response:
https://atera.uservoice.com/forums/936306-ideas-and-feedback/suggestions/46618735-api-ticket-activity-status
MainMind
shared this idea