The Servicedesk API tries to do a good job at allowing organizations to integrate Servicedesk for a streamlined, native experience within their own online portals.
POST /servicedeskapi/request has raiseOnBehalfOf which creates the request on behalf of the customer.
However, POST /servicedeskapi/request/{requestKey}/comment currently does not have an 'onBehalfOf' option.
This has several implications:
- On the front end, we would have to replace the API user with the customer's name
- When the customer adds a comment before the support team had a chance, the request status changes from 'Waiting for support' to 'Waiting for customer'
These issues would be solved when comments through API can be made on behalf of users, and the API would allow for better integration with existing branded portals.
