Using the Mail API to update ticket properties from your inbox

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60 Comments

  • Chris Swinney
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    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......

    4
  • Andrew Bone
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    Can this be done for the #cc email address?
    We get clients reporting issues, but wish to add the Sales account manager by CC

    4
  • Tom Walker
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    +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
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    +1 on the #cc command

    3
  • Chris Swinney
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    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
  • Jim Padel
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    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
  • Staci Rinkowski
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    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?

    2
  • Mindaugas Verkys
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    Maybe would be possible to update custom ticket fields?

    2
  • William Bray
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    +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
  • Hakan Franzen
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    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!!!

    1
  • James Green
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    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.

    1
  • Karyn Tooke
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    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
  • Chris Swinney
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    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
  • Greg Fickel
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    @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
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    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
  • Scott Allison
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    +1 for #cc command. Any update on this?

    1
  • Zvika Dror
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    How do I unsubscribe from this thread? Important feature requests or features gets no response from ZenDesk, so what's the point?

    1
  • Jessie Schutz
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    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
  • James Green
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    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
  • Chris Swinney
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    Awesome, that one passed me by.

    0
  • Heather R
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    @Ahmed,
    My workaround has been to add the associated tag to the ticket that corresponds with the dropdown selection. This “pushes” the field to populate. 2 things to keep in mind: 1) it must be a drop down custom field with unique tags and 2) you just remove the tag for a prepopulated answer in order for the system to pick up the correct tag.

    Ok so if your ticket has country_honduras and you want to populate Guatemala instead you have to remove the Guatemala tag and add the country_honduras tag.

    Is this difficult? No, just time consuming. And totally boss when it works right!!!

    0
  • Thiago Passos
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    This is super cool!!! 

    0
  • Marci Abraham
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    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

    0
  • Jessie Schutz
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    Hey Staci!

    What you're describing re: forwarding and CC's doesn't sound right to me, but I'm going to call in some experts to confirm. Stand by!

    0
  • James Green
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    Juliet,

    Maybe the issue is in your "Notify requester of comment update" trigger?

    I use this in the Email body:

    {% for comment in ticket.comments limit:1 offset:0 %}
    {{comment.value}}
    {% for attachment in comment.attachments %}
    {{attachment.filename}}
    {{attachment.url}}
    {% endfor %}
    {% endfor %}

    Note the limit:1

    This makes sure only the most recent comment is sent (in this case your public reply). I do this to make everything seem as email-like as possible, rather than helpdesk-like

    0
  • Nicole - Community Manager
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    Hi Jacket Maker - 

    Can you tell us more about what you're trying to do? 

    0
  • Jessie Schutz
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    Thanks, Hakan! I'm glad you find it helpful. :)

    0
  • Heather R
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    Sorry -
    Ok so if your ticket has country_honduras and you want to populate Guatemala instead you have to remove the country_honduras tag and add the country_guatemala tag.

    Is this difficult? No, just time consuming. And totally boss when it works right!!!

    0
  • David Coleman
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    Thank you.

    0
  • Christopher Hanson
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    Hi Staci and Heather,


    In most manual forward situations the CC's are stripped when the agent clicks Forward in their mail client. This means that the CC's are likely being removed before the email is recieved in Zendesk.


    If you go to an agent forwarded ticket, you can be prompted with an option to view the original email that created the ticket. If you select that option a pop-up should be displayed with the initial email that was recieved in Zendesk. If there are CC's included they will be displayed there. If there are no CC's listed there, this means that your mail client removed them at the time the message was forwarded.

    0

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