Using the Mail API to update ticket properties from your inbox

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79 Comments

  • Chris Swinney

    Is there any progress on the #cc command?

    this was raised as the very first comment in this post back in June 2012, over 4 years ago! It has been repeated multiple times since. A quick search found suggestions posted in the Product Feedback forum over 7 years ago!!!!

    Perhaps this is something that needs to be implemented......

    5
  • Andrew Bone

    Can this be done for the #cc email address?
    We get clients reporting issues, but wish to add the Sales account manager by CC

    5
  • Tom Walker

    +1 for #appendtags - this would make the functionality actually useful. Default behavior of purging all existing tags is contrary to logic seeing tags are a major functionality linchpin for ticket workflow.

    4
  • Michael Carrabine

    +1 on the #cc command

    3
  • Chris Swinney

    I have raised a feature request via the support desk, but would like to add it here for further exposure.

    I would like to see the addition of a Mail API command that either substitutes the ticket number for something like #ticket, or to replace it with some pre-defined text (which would also include the ticket number).

    Use Case: We wish to proactively provide support, raising tickets on behalf of a customer based on an event (such as an automated crash response). As part of the first ticket, we want to provide a place where customers can upload a large file to, way beyond something that can be handled as an attachment. To this end, we offer our customers a portal, and the uploads are associated with the ticket number such that they can click on a link and go straight to the correct page. This URL takes the format of:

    https:/portal/ticket

    At the moment, I have to raise the ticket, wait for Zendesk to reply with the ticket reference, then send a second email with the link, which is a bit rubbish.

    Of course, the replacement would need to be in the BODY of the email. So we would have something like:

    #assignee me@myplace.com
    #requester user@thierplace.com
    ---
    Hi User,

    Please upload to:

    https://portal/#ticket

    or

    #replacemeURLwithTicket
    ---
    You already have some ability here as of course Zendesk assigns a ticket reference and adds it to the response email. This will perhaps somehow stand on the back of that feature.

    Regards,

    Chris

    3
  • Staci Rinkowski

    Jessie - If we add them as a cc in the email then they receive an email with all the commands we've inserted along with any communication from the ticket system such as notification due to public comment.

    Also - Say I originally received an email to myself with others cc'd, but it should have gone to support.  If I forward that ticket to my support email address a ticket is opened from the requester who sent it in - as expected, but the cc's are lost.  Shouldnt the Zendesk system, pull not only the requester but the cc's in this case?

    3
  • Jim Padel

    Is there anything on the map or an undocumented tag for

    #task 05-05-2018

    or

    #duedate 05-05-2018

     

    Due dates would be nice for tasks.

     

    Thanks!

     

    2
  • Mindaugas Verkys

    Maybe would be possible to update custom ticket fields?

    2
  • James Green

    Graeme

    Not a bad workaround. I just set up text expansions for the whole thing:

    for example, "#zdforp" becomes

    #pending
    #tags 
    #assignee my_email
    #public

     

    I'm a fan of TextExpander, but I think there are free alternatives. OS X's native text replacer is a bit unreliable in my experience.

    2
  • William Bray

    +1 for #duedate and #cc

    We've built quite a few logic apps (outside of ZenDesk) for various tasks and processes which in turn send an email to one of our ZenDesk support addresses.  In most cases we are able to use available hashtags to assign to a particular agent, set the requester, etc.  These additional functions would be useful.

    2
  • Marci Abraham

    Is this supposed to work for light agents? I.e., the light agent is the initiator/sender of the email, and uses the mail api to create a ticket assigned to a full agent

    1
  • Karyn Tooke

    Similar to Tom Walker i'd like to see the command #addtag as many of our internal customers (without a zen account) use emails to chase for updates. Strange to think the command #tags would remove previously set tags.

    1
  • Alex Pos

    Hi, any update on the ability to add a #cc tag?

    Currently the only way to cc a client into a ticket from an email is to add them to the cc field in the actual email. They will then get two emails:

    • The email they're actually cc'd into, sent to zendesk, which will include the various tags
    • The email sent from Zendesk to them for them being cc'd into the ticket. 

    A #cc tag would mean you don't need to cc the email itself to them, which would mean they only get the email generated from Zendesk. 

    1
  • Chris Swinney

    I should also say this request above would be useful in follow up emails, not just initial email. Again, we point our customers to a URL based on the ticket number, The only way I have to do this today it to paste preformatted text, but keep manually updating the URL, which has inevitably led to human error in the past.

    1
  • Alex Pos

    Hi Brett,

    Please disregard that second request, I've just realised that we can bcc the email to our general support email - this will send the email to them, but not cc them into the zendesk ticket (the effect we were after).

    The first request for the #cc tag would be great though!

    Cheers,

    Alex.

    1
  • Greg Fickel

    @Renee we assign tickets via email many times a day so I know it works. I don't know if this helps but we had to play close attention to formatting. Little things like not having the space or having 2 spaces between the tag and the agents email address would throw it off. We also found that sometimes copying and pasting would cause issues (I assume unseen junk in what was copied), so we had to get our folks to type it by hand.  

    1
  • Bob Sherer

    I back Chris Sweeney's request and will go hunt that down and say so there.

    We would use it when creating an RMA ticket for a customer based on a phone call and not a technical support ticket. We use the ticket number as the RMA number and currently have to figure out what the next ticket number will be (and race to claim it) or do things in two steps. Being able to indicate in the body of the email that I want you to stick the new ticket number there would help a lot.

    1
  • Alex Pos

    Hi Brett, 

     

    That's great to hear. 

    Perhaps a request too far, but it would be nice if at the same time as the #cc tag above, cc'ing someone into the actual email didn't cc them into the zendesk ticket. 

    An example of our ideal workflow is:

    • Receive an email from a client to our general support email, in which they have cc'd other clients
    • One of our support people takes up the issue, and forwards the ticket to zendesk. They cc our general support email so we know the email has been responded to (without cc'ing everyone into the ticket itself), and use the #cc tag to assign the other clients to the zendesk ticket. 

    Currently, our workflow is:

    • Receive an email from a client to our general support email, in which they have cc'd other clients
    • One of our support people takes up the issue, and forwards the ticket to zendesk. They cc our general support email so we know the email has been responded to (however this will also cc everyone into the ticket itself, and they will receive two emails). They then open the zendesk ticket, un-cc support (so we don't receive further updates), and cc in the other clients (they could have been cc'd into the original email, but then they would also receive two emails). 

    Thanks Brett,

    Cheers,

    Alex.

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Alex,

    No update to provide currently but I do agree this is an excellent idea! I'll be sure to pass this feedback along to the appropriate team :)

    Cheers!

    1
  • Scott Allison

    +1 for #cc command. Any update on this?

    1
  • Zvika Dror

    How do I unsubscribe from this thread? Important feature requests or features gets no response from ZenDesk, so what's the point?

    1
  • RJ Hines

    Good morning Ben,

     

    The email address sending the messages are licensed Agents.

    0
  • RTB_IT

    The third party uses there own proprietary ticketing system which we will not have access to. We really don't need the T1 support group to have access to our ticketing system at all we just need an easy method for them to submit the tickets to us and pre-populate a few ID fields. 

    If we make them all agents we are using licenses that cost $$ just to forward us data and create a ticket.

    I figured mail api would be simple and easy but if they require the use of a license that is a pricey method of ingesting data.

     

    0
  • RTB_IT

    Is there any option to have this viable for set users without them being agents?

     

    Example: A company is using a third party helpdesk and wants them to be able to send emails into a mailbox that generates zendesk tickets w/the appropriate fields using the mail API. This third party helpdesk would be whitelisted for zendesk incoming ticket creation but would not be agents themselves or do anything within the actual ticketing system.

     

    Thanks

    0
  • Brett Bowser
    Zendesk Community Team

    Hey RTB,

    It may be worth setting up a ticket form for this 3rd party to submit tickets through so they can populate the fields themselves.

    Otherwise, they'd need to forward the information to your support address you've set up on your account and your agents will need to populate the fields themselves.

    Let me know if you have any other questions for me!

    0
  • Jessie Schutz
    Zendesk team member

    Hey Chris!

    I think I understand what you're getting at here, but please let me know if I'm off the mark. What I'm reading is that you don't want your end-user to see the very first comment on the ticket that you've created on their behalf.

    The good news is that we just went live with a functionality that allows you to create a ticket with the very first comment as an internal note. You might need to tweak your workflow a little bit to make sure that notifications are sent out to your requesters properly, but I think this will solve your problem.

    You can find more information about that here: 

    Let me know if I misunderstood anything!

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Dave,

    At this time there's no way to merge tickets using the Mail API. You'll most likely need to use the Support API to merge tickets in this case.

    Let me know if you have any other questions!

    0
  • James Green

    This is exactly what I was looking for as our team has many shared inboxes and this lets me simultaneously respond and create a ticket when it's support-related.

    +1 for custom fields (as I have mandatory custom fields)

    +1 for #take short code for assignee (although #assignee my_email is fine)

    0
  • Hakan Franzen

    Thanks a lot!

    The #requester function saved my day!

    If you cant get it to work make sure all the #commands are at the top of the message body.

    This is the best function zendesk added!!!

    0
  • Brett Bowser
    Zendesk Community Team

    Hey RTB,

    That could work, however, you'll want to designate one user to this agent license so they can use the mail API. Giving multiple users access to a single agent license goes against our Master Subscription Agreement so you'll just want to be careful with that.

    Let me know if there's anything else I can assist with :)

    0

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