Using the Mail API to update ticket properties from your inbox

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60 Comments

  • Renee
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    Unfortunately cant get it to Auto assign to the agent though....let me know if you come up with anything.

     

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  • 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.  

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

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  • Jessie Schutz
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    Hi Scott!

    To the best of my knowledge this isn't something that's on our roadmap right now. Is there a reason that you can't just cc the individual on the email reply? That should add them as a CC on the ticket. Adding a #cc would really just duplicate that function.

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  • 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?

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  • 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!

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  • Heather R
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    @Staci

    You're right, forwarding an email that you received that had CCs on it will NOT be picked up by Zendesk to be added as CCs automatically. 

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  • 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.

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  • Thiago Passos
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    This is super cool!!! 

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  • 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

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  • 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!

     

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  • Jessie Schutz
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    Hey Marci!

    To the best of my knowledge this should work for light agents.

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  • 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!!!

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

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  • The Jacket Maker
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    Is there a support for custom fields? 

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  • Nicole - Community Manager
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    Hi Jacket Maker - 

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

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  • 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.

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  • Nicole - Community Manager
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    Hey William - 

    I encourage you to share your feedback in the Product Feedback topic, which the Product Managers review on a regular basis. 

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  • Ahmed Nasir
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    Hello, We have a custom field called country, is it possible to use the Mail API to set the country field?

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  • Jessie Schutz
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    Hi Ahmed!

    The Mail API can only update system fields; there's not a mechanism to update custom fields.

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  • 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!!!

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  • 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!!!

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  • John Witt
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    Hello team,

    My request lines up with some of the other requests, but perhaps there's an easier way to do it.

    We have a custom field "Account Managers" that also generates a tag. Both are good for reporting; however, account managers only want to be notified on tickets when they are closed, and I suspect in the future on certain types of tickets or other events. Right now they each have to create individual triggers, which works but isn't efficient and won't scale. Solutions I've investigated:

    - One trigger/automation to email using custom field as the base, but custom fields can only be used in the body and not the "TO".
    - The email_target requires a proper email address and not custom fields as above.
    - The mail API doesn't seem to allow copy of the custom field to CC (trigger to send a dummy email to update CC, second trigger to send the email - still better than n*x triggers).
    - Using an API call to update ticket fields - I have read this is not advisable due to race conditions and circular dependencies.

    Is this a good use case for a feature request or is there a better solution than individual triggers? Thank you,

    John

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  • Adarsh Shet
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    Hi Team,

    This seems a very good feature. Any update on the append tags. if we send the #tag, the old tags getting overwritten with new #tags. It would be good if it gets appended to the existing tags.

    Thanks

    Adarsh

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  • Brett - Community Manager
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    Hey Adarsh,

    Thanks for sharing your feedback! Appending tags using the Mail API is currently not possible, however, I'll be sure to pass this feedback along to the appropriate team.

    I also encourage you to create a separate post in our Support Product Feedback topic to gauge interest from other users as well :)

    Thanks again!

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  • Christian Estefani
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    Thanks for creating a post for that idea, Adarsh.
    Let me share the post here so others can upvote it:

    https://support.zendesk.com/hc/en-us/community/posts/360029526514

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  • Brett - Community Manager
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    Thanks for sharing Christian :)

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  • David Coleman
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    Now that Followers exist, how soon before "#followers: user@domain.com" will be functional?

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  • Brett - Community Manager
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    Hey David,

    Nothing on the roadmap currently but I think this is a great idea and will be sure to pass this along to the appropriate product managers.

    Thanks for taking the time to share this with us!

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  • David Coleman
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    Thank you.

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