Using the Mail API to update ticket properties from your inbox

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86 Comments

  • 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

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  • Dan Ross
    Community Moderator

    hey RTB,

    As the docs mentioned, the Mail API is only usable by agents in your Zendesk instance. To do what you're looking for, I suspect you would want to connect a mailbox to ZD for this partner and have fields assign by business rules. This could get tedious if there's a lot of conditions/cases you need to check. 

    If the 3rd party uses Zendesk, you can also use ticket sharing. 

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  • 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.

     

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  • 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!

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  • RTB_IT

    Thanks Brett, I will review the ticket form option.

    As an alternative do you see any issues with simply having our third party support team create a shared exchange account and we could add that account as an 'agent' thus allowing them to send from that mailbox to our ingestion box using mail api? This would allow the 1-3 tech's to send us mail using the mail api format without the mail being rejected presumably while retaining the simplicity of using a mail api template.

    Thanks

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  • 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 :)

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  • Qumulo Inc

    Hello,

    Is there a method to merge tickets via the Mail API?  

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  • 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!

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  • 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. 

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  • 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!

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  • 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.

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  • Brett Bowser
    Zendesk Community Team

    Appreciate the additional information Alex! I'll mark this as feedback so our Product Managers can take a look.

    Cheers!

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  • 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.

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  • Bart Brosens

    Hi there!

     

    Is there a way to ADD a tag to a ticket through the mail API without removing the existing ones?

    Currently, using  #tag  removes all other existing tags in the process.

     

    thank you

     

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  • Dan Cooper
    Community Moderator

    Bart Brosens,

    I'm not aware of a way to add a tag without replacing the existing set using the Mail API directly, but you can use triggers that look for certain keywords in your message to apply those tags once the message is received.

    It may be worth submitting this as a feature request in the Support Product Feedback topic in the Community. 

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  • RJ Hines

    Good afternoon,

    Our agency started using Mail Commands a while back to great success. However, as of this afternoon suddenly, the Commands are showing up in Public Comments received by customers, contrary to what this article says should be the norm. Here is an example (fairly basic):

    Original message (via Outlook):

    Here is what the customer saw below:

    Any advice on what may be suddenly causing this?

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  • Ben Van Iten
    Zendesk Community Team

    Hi RJ Hines,

    Is the email address that is sending in the message tied to an end-user or agent? Often times in these cases it is an agent that is using an alternate email address that is not tied to their agent profile, and the Mail API is only for users with agent permissions.

    Thanks!

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  • RJ Hines

    Good morning Ben,

     

    The email address sending the messages are licensed Agents.

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  • Ben Van Iten
    Zendesk Community Team

    Hi RJ,

    Well that is odd. I'm going to create a ticket for you so that our Support team can take a closer look.

    Thanks!

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  • Yaniv Dayan

    Hi Jennifer,

    Here is a bug that is impotent for us, regarding the #solved Zendesk Mail API:

    Steps to reproduce:

    1. Receive an email from a client > a ticket is created (New) and an email notification is created in Outlook 365.
    2. Reply from Outlook
      1. If the first line contains #public #solved (in this order) > The email body is public, but the ticket is not marked as Solved => #solved is not honored after #public
      2. If the first line contains #solved #note (in this order) > The ticket is marked as Solved, but the email body is public and not private note => #note is not honored after #solved 

    I could reproduce it with other combinations, like #note #solved, or #solved #public.

    Please let me know when it should be fixed.

    Thanks

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  • Yaniv Dayan

    An update: I sent multiple Mail API in the same line. Sending each mail API in a separate line (as documented) solves the issue.

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  • Alejandro Lopez

    Hello all,

    Are you planning on supporting custom fields at some point?

    Thanks in advance.

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Alejandro Lopez,

    We have no recent updates to announce at this time, but I would recommend posting in our product feedback forums. This is where our devs share insights on future roadmaps and share their perspective on user-product requests. 

    Best regards. 

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  • Jim Restucci

    Does setting the On-hold status work?  I have tried.

    #status On-hold

    and that doesn't seem to work.

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  • Dave Dyson
    Zendesk Community Team

    Hi Jim,

    I'm afraid that the Mail API does not support setting the On-Hold status. The only workaround I can think of using the Mail API would be to include a specific comment string or keyword, and then create a trigger that looks for that phrase or keyword and if it finds it, sets the status to On-Hold.

    (I'd definitely not recommend using the Mail API #tags command, as that will strip any previous tags from the ticket.)

    Aside from this, logging in to the agent interface, or using the Zendesk Support mobile able would be my other suggestions.

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  • Jim Restucci

    Thanks, Dave!

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