Aktualisieren der Ticketeigenschaften per E-Mail anhand der Mail-API

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Jennifer Rowe

Zendesk Documentation Team

Bearbeitet 19. März 2025

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      Gail Day

      Any chance of introducing a CC (copy) Mail API tag?   We have a third-party form that creates tickets via email, and this would be useful.

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      Julian

      On Dec 22, 2021, Jeff C said:

      That said, I am afraid there is no other way other than if the agent creating the ticket is a Light Agent.

      Yet, the article says 

      If these commands are used by light agents or end users, Zendesk ignores them.

       

      What would be, now, a turnaround to this scenario:

      Goal:
      When a partner company forwards a user request to my Zendesk, the forwarded email often includes internal information meant only for my agents and not for the requester.

      Need:
      I want the first message in the conversation (the forwarded email) to be created automatically as an internal note, so it is not visible to the end user.

       

      Thank you for your ideas.

       

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      Axel de Jong

      I'm not seeing “Organization” in the placeholder list, but I'm also not seeing a way to change organization on a ticket with a trigger.

      This is something we too would really appreciate: some kind of trigger to allow to set the organization on email tickets for users with multiple organisations.

      1263792605130 did you ever find a way to achieve this?

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      Justin Near

      We have several clients with multiple organizations. I'm not seeing “Organization” in the placeholder list, but I'm also not seeing a way to change organization on a ticket with a trigger. Is there a way to change the organization using a placeholder and/or some other method while forwarding an email?

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      Dainne Kiara Lucena-Laxamana

      Hi 5094134994970 

      That's rather odd. I went ahead & created a ticket to look into that Email trail using the latest comment placeholder. Please keep an eye out for our Email

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      Kiran Yadav

      Hi Team, if we are replying to the requester about the ticket and the requester is replying back through their email, is it possible that the requester see only the latest comment and not the other trail mail comments. I have tried using the latest comment placeholder in the trigger but still if the agent replies back the comments are visible in the trail mail

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      Sriram Parthasarathy

      Support team, are you planning on getting html-formatted tags to work? We are not able to ask our agents (who all use Outlook) to make sure they switch to plain text email every single time they want to reply to a ticket and use mail api for changing the assignee, status, or adding a note.  

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      Patrick Lanwehr

      Hi Mike,

      just check my comment from the 29.06.2023

      I have already added the link.

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      Mike DR

      Hi Patrick! What's the link to the community post you read?

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      Joyce

      Hello Justin,
       
      #brand is not a supported command for Mail API. All the supported Mail API commands are listed in the Command reference topic of this article. 
       
      As a workaround, you can use the #tags command to add a ticket tag and use this tag as a condition in a trigger to set the ticket brand.
       
      Hope this helps.

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