Reassign/update the contact on an existing conversation

[sugchand]

Hi Libredesk Team,

We ingest website form submissions into Libredesk over email via a transactional ESP. Because the ESP requires the From address to be on a verified domain, we can't set From to the actual customer's email — so Libredesk always identifies the contact as our own no-reply address instead of the custome
Is there a way via API or webhook to reassign a conversation's contact after it's created? Specifically:

Is there an endpoint to update/reassign the contact_id (or equivalent) on an existing conversation?
For now the customer never get any auto reply, CSAT or any email that generated automatically by the libredesk paltform. It was working fine earlier to 2.3.0 release as the messages were fan out to cc addresses. By then we set customer address as cc and it will be used by libredesk as well. Even if we can get a global configuration to include cc email for automated emails thats enough too.

Thank you for the help!
Currently we are on libredesk v2.4.0 release

[jleroy]

Hi,

Why not create conversations directly using Libredesk API? See POST /api/v1/conversations endpoint.

AFAIK there is no endpoint to update conversation contacts at this moment.

[sugchand]

thank you for the suggestion @jleroy . The reason being we didnt go down the API path is, it require a middleware, rate limiter and many more to secure libredesk properly. Exposing a internal service outside is much harder in production. our setup maintain libredesk as internal service - in pull mode where it simply poll from support email(the entire libredesk run in internal secure network). it gives 2 things 1. two level of data store, even libredesk died tomorrow, we still have data in email. 2. no need of any additional implementation api security and less things to worry or manage.

TBH we are fine without a contact update API and its working fine before 2.3.0. One of the latest feature(in our setup its a regression :) ) broke the setup. Earlier we used the cc email to include the customer email which helped us libredesk to send emails, CSAT correctly to them. but after 2.3.0 libredesk no longer consider the cc emails address for any communication.

Isnt it make sense libredesk should consider cc emails for support tickets where a team or more than one person involved. especially if you wanted to include your managers and etc?

[sugchand]

by any chance is there any plan to bring back cc addresses for notifications automations.?