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Supportpal

Consume Supportpal REST API (v.1.2.4)

Actions22

Message → Create

AI-generated

Overview

This node interacts with the Supportpal REST API to create a message on a specified ticket. It allows posting a message on behalf of a user to a ticket, supporting additional optional fields such as user IP address, message type, attachments, CC email addresses, draft status, and email notification preferences. This node is useful for automating ticket communication workflows, such as adding operator notes or user messages to support tickets.

Use Case Examples

  1. Automatically post a user message to a ticket when a new support request is received.
  2. Add an operator note to a ticket with attachments and notify relevant users via email.
  3. Create a draft message on a ticket for review before sending.

Properties

Name Meaning
Ticket ID The ID of the ticket to which the message is being posted.
User ID The ID of the user on whose behalf the message is being posted.
Text The content text of the message to be posted.
Simplify Response Whether to return a simplified response containing only the message data.
Additional Fields Optional additional fields for the message, including user IP address, message type, attachments, CC emails, draft status, and email notification preferences.

Output

JSON

  • id - The unique identifier of the created message.
  • ticket_id - The ID of the ticket the message belongs to.
  • user_id - The ID of the user who posted the message.
  • text - The content text of the message.
  • message_type - Type of the message (normal or operator note).
  • attachments - Attachments included with the message, if any.
  • cc - Email addresses CCed on the message.
  • is_draft - Indicates if the message is a draft.
  • send_user_email - Indicates if an email notification was sent to the user or CCed addresses.
  • send_operator_email - Indicates if an email notification was sent to operators.

Dependencies

  • Supportpal REST API

Troubleshooting

  • Ensure the API credentials are correctly configured and have permissions to create messages on tickets.
  • Verify that the ticket ID and user ID provided exist and are valid in the Supportpal system.
  • Check the format of attachments to ensure they are base64-encoded and structured correctly as multi-dimensional arrays.
  • If the API returns errors, review the error message for missing required fields or invalid data types.
  • If the simplify option is enabled but the response is not as expected, verify the API response structure and the simplification logic.

Links

Discussion