Forums/Community/Support tips & notes

Managing your tickets via email with the Mail API

Sean Kinney
posted this on May 08, 2012 15:56

Our Mail API has long been a great tool for email-only help desks and agents looking to quickly triage tickets from their inboxes. Since we originally launched the Mail API, we've received lots of great community feedback, and we recently announced a new version of the Mail API that offers you more flexibility in managing your tickets via email.

If you're already an avid user of the Mail API, the single biggest change you'll notice with the new Mail API is a switch from putting commands in the subject to putting them at the beginning of the email body.

For example, if you want to tag a ticket with a particular product that the customer is emailing about, you put #tags product6000 at the beginning of the email body as shown below:

mail_api_2.png

You might also notice that we've added shortcuts for some of the longer commands. For example, you can now use #solved instead of #status solved.

If you're not already using the Mail API, but find yourself in your inbox more than in Zendesk, then it might be time to give it a try.

How can I use the Mail API to improve my workflow?

One of the simplest ways you can take advantage of the Mail API is by using it to assign tickets to yourself when you reply to customers. If you begin your email with #assignee you@yourdomain.com then the ticket is automatically assigned to you when your reply is added to the ticket.

If you're like a lot of our customers, you probably have multiple groups in your Zendesk help desk. In that case, you can also add #group name or #group ID to assign a ticket to a particular group.

mail_api_1.png

Sometimes, you might want to mark a ticket as solved when you reply. That's easy to do using #solved. Just make sure you also set an assignee. Otherwise, the ticket won't be marked as solved.

The Mail API isn't just for updating a ticket when you reply to a customer, though. You can also use it to add private comments to a ticket. If you begin your email with #note then the comment will only be visible to your agents, not the customer. This can be helpful if you're assigning the ticket to someone else in your group for further review, as you can then combine the #assignee and #group commands to quickly delegate the task to them.

There are a few other commands supported by the Mail API, so be sure to check out our Mail API documentation for more information.

As always, we welcome your input. If there are feature's you'd love to see in the Mail API, we encourage you to go to our Feature Request forum and let us know. Otherwise, we hope you'll find the updated Mail API helpful!

 

Comments

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Yoshikage Nishi
eng

As we set agents' reply via email to be private by default, we use #public true quite often.
And I found that replying with #public true command and attachment file only (no comment text) causes the mail in suspention with processing error.

It would be nicer if it is able to handle attachment only reply as you do not always want to put a comment.

May 21, 2012 19:04
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Utah Nickel

We are finding this very useful.  Would it be possible to include applying macros in the future?

July 27, 2012 10:00
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xdoomx
mrpgroup

How do you set agents replies via email to be private by default?

This would be very useful to me.

October 31, 2013 03:53
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Trisha Patel
Zendesk

@Yoshikage, I've created a ticket on your behalf so we can take a further look into the issue. 

@Utah, Not at the moment I'm afraid but you're more than welcome to create a feature request here

@Brandon you can enable this under Settings > Tickets > Disable "Agent comments via email are public by default" 

November 20, 2013 02:54