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A complete guide to understanding email in Zendesk - Part 2: Incoming email requests and notifications



Edited Oct 23, 2024


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5 comments

Hi All

Just wondering what the "The email body includes a hidden reference to the ticket" is?

Is there a way to know what this reference is and how we can see it in the 'original email source'?

Many thanks
Chad

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Gab Guinto

Zendesk Customer Care

Hi Chad,
 
You can view the text version of original email source and when you scroll down to the bottom of the email body, you should see the unique ID encoded with the email. Example: 

Alternatively, when viewing the HMTL version of the original email, you can highlight all text, and that should make the ID at the bottom visible.

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Can that reference be used to lookup original ticketid using an API?

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Dane

Zendesk Engineering

Hi David, 

It's only possible to extract tickets via ticket ID or list all the tickets when you use API.

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CC'd parties are not exposed to recipients when replies are sent to Requestor - causing confusion for our clients who think we've not included the parties they cc'd on our response.  Can this be adjusted?

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