Why is the API step in the bot builder failing to create tickets for new users?

Question

Why is the API step in the bot builder failing to create tickets for new users but working for existing users?

Answer

This problem is caused by a permission error. The user credentials in the API connection settings may have been downgraded to an agent role, allowing the current credentials to create tickets only for existing users.

To create tickets for new users, set up a new API connection with an admin account. This gives the API step admin permissions and enables it to create tickets for new users.

For more information, see this article: Using the Make API call step in a conversation bot.

This article describes functionality available only to customers who had a drafted or published AI agent as of February 2, 2025. For information about equivalent functionality in the AI agents - Advanced add-on, see Building dialogues for AI agents - Advanced.