Using the Mail API to update ticket properties from your inbox

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  • Alejandro Lopez

    Hello all,

    Are you planning on supporting custom fields at some point?

    Thanks in advance.

  • Devan La Spisa
    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. 

  • admin

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

    #status On-hold

    and that doesn't seem to work.

  • Dave Dyson

    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.

  • admin

    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.

  • Melissa McMillan

    I'm noticing that using #note applies to the whole communication thread, affecting future responses from agents on the ticket as well. Is there a way to only make one comment update private, but  then have future responses to go back to public (back to the default)?

  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Melissa,
    Thank you for reaching out to Zendesk Support. 
    In regards to your concern, you can use the #public false like the example above suggested to set the visibility of the comment into private. 
    Thank you!

    Kind regards,
  • Tim Lux

    I am able to email our support address with several of these commands and it seems to create the ticket correctly -- with one exception.

    When I set tags using the #tags command, I am seeing that the tags are indeed set for this ticket, but the #tags line in the email is not removed so my initial ticket comment starts with #tags .... . All other command lines are removed correctly, but not the #tags one. I tried moving it up and down my command "list" but that one still remains.

    Can you check with the devs to see if this is a known issue?

  • Dane
    Zendesk Engineering
    Hi Tim,
    I have performed the same test on adding the tags both and standard and Agent Workspace. It seems to work as expected. Can you try it again? If in case you have the same result, contact support directly so we can investigate further.

  • I. Smit

    It is very unfortunate that it is not possible for an agent to link an email message from his/her private mailbox to an existing ticket using, for example, the syntax #ticket 123

  • Alin Talpalaru

    Any chance of getting those custom field name updates working from the email?



  • Mae Ignacio

    Hi, is this feature still working? I tried these commands but they did not work. Do I have to enable any setting?

    To: <company support address>
    #status open
    #assignee <agent email>
  • Gab Guinto
    Zendesk Customer Care
    Hi Mae,

    Have you checked if the new message composer in your email client is set to plain text format? As noted above –

    The commands must be in plain text, not HTML,..

    It may also be worth checking from the event audits to confirm if no triggers fired to change the status and the assignee after the commands were executed.
  • Justin Near

    Is #brand possible? And if so, how should multiple words be formatted?


  • Joyce
    Zendesk Customer Care
    Hello Justin,
    #brand is not a supported command for Mail API. All the supported Mail API commands are listed in the Command reference topic of this article. 
    As a workaround, you can use the #tags command to add a ticket tag and use this tag as a condition in a trigger to set the ticket brand.
    Hope this helps.

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