How to Remove “Updated on Behalf” Message in BoldDesk API
When creating or replying to tickets via the BoldDesk API, you may notice the message:
Agent (Vijay) updated on behalf of the requester
This message appears in the ticket thread by default. If you want to suppress this message, you can configure your API request accordingly. You can do so by including the parameter “dontAppendOnBehalfOfRequesterMessage”: true in your API request payload. This ensures the action is recorded without adding the “updated on behalf of” text.
API Endpoints
-
Create Ticket:
Create Ticket API Documentation -
Reply to Ticket:
Reply Ticket API Documentation
Example API Payload
Here’s an example of how to include the parameter in your request:
{
"ticketId": 12345,
"reply": "Thank you for your update.",
"dontAppendOnBehalfOfRequesterMessage": true
}
Example Payload Setting:
- Parameter Name:
dontAppendOnBehalfOfRequesterMessage - Value:
true
FAQs
Q1: Why does this message appear by default?
A: It indicates that an agent updated the ticket on behalf of the requester for transparency.
Q2: Can I disable this globally?
A: No, this setting is applied per API request.
Q3: Does suppressing the message affect audit logs?
A: No, the action is still recorded internally for compliance.
Q4: Is this parameter available for all ticket operations?
A: Currently, it applies to Create Ticket and Reply to Ticket endpoints. For web application, refer to Exclude “On Behalf of Requester” Option in BoldDesk.
