Post messages in ticket's conversations with Sendbird Desk API

Sendbird Desk API
1

Hi! I would like to know if is there any Sendbird Desk API endpoint to post messages in conversations between agents and customers in Desk tickets.
I know that I can list all messages using GET https://desk-api {application_id}.sendbird.com/platform/v1/chat_messages but I’m not finding any POST method available.

Thanks in advance.

2

Hi @Diogo_Goncalves, I am cross-posting the response from our support case here.

You can post messages to the ticket’s chat channel by using the Chat service platform API. You will need to find the ticket’s channel URL, which can be found by viewing the ticket: Ticket | Desk Platform API | Sendbird Docs

After you find the channel URL, you will send the message as you usually would using the Chat service platform API: Send a message | Chat Platform API | Sendbird Docs

3

I have tried like mentioned in the document still facing the same issue

able to see
User customer_123 already exists.
Customer customer_123 exists.
Found existing common channel: sendbird_group_channel_242228728_9618bb5a96c33f6a7b372e5185546c8fdec7d070
Ticket created with ID 1724817
Sent message from customer_123: “Hello everyone, I need assistance.”
Last 5 messages in channel sendbird_group_channel_242228728_9618bb5a96c33f6a7b372e5185546c8fdec7d070:
customer_123: Hello! This is the user sending a message. (msg_id: 2659149590)
customer_123: Hello everyone, I need assistance. (msg_id: 2659198152)
customer_123: Hello everyone, I need assistance. (msg_id: 2659215174)
customer_123: Hello everyone, I need assistance. (msg_id: 2659225971)
customer_123: Hello everyone, I need assistance. (msg_id: 2659234100)
User customer_123 replied to message 2659149590 with “Thanks for your help!”
Last 6 messages in channel sendbird_group_channel_242228728_9618bb5a96c33f6a7b372e5185546c8fdec7d070:
customer_123: Hello! This is the user sending a message. (msg_id: 2659149590)
customer_123: Hello everyone, I need assistance. (msg_id: 2659198152)
customer_123: Hello everyone, I need assistance. (msg_id: 2659215174)
customer_123: Hello everyone, I need assistance. (msg_id: 2659225971)
customer_123: Hello everyone, I need assistance. (msg_id: 2659234100)
[Reply to 2659149590] customer_123: Thanks for your help! (msg_id: 2659234119)

But in the Tickets UI → nothing is showing

4

Hi @chandu.aki,

When a Sendbird Desk ticket is created, a new channel is created as well. You would need to utilize the channel URL that is on the ticket resource in order for the messages to appear in the Tickets section of the Sendbird Dashboard.