Using the Mail API to update ticket properties from your inbox

Return to top


  • Alejandro Lopez

    Hello all,

    Are you planning on supporting custom fields at some point?

    Thanks in advance.

  • Devan - Community Manager
    Zendesk Community Manager

    Hello @...,

    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. 

  • Jim Restucci

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

    #status On-hold

    and that doesn't seem to work.

  • Dave Dyson
    Zendesk Community Manager

    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.

  • Jim Restucci

    Thanks, Dave!

  • N8

    Are there plans to support commands in HTML anytime soon? I'm working with a monitoring software that is only able to send emails via HTML, so none of my Mail API commands work...

  • Andrew Chau

    The #public command doesn't seem to be working.

    My agent email is sending in a ticket trying to set #requestor and trying to make the ticket initially start as an internal ticket. 

    Is there any way to accomplish this?


  • Jeff C
    Zendesk Customer Care

    Hi Andrew,

    The #public comment is only usable when updating a ticket and not upon starting or creating a ticket. That said, I am afraid there is no other way other than if the agent creating the ticket is a Light Agent.


Please sign in to leave a comment.

Powered by Zendesk