Is it possible to pull the source email address via api?

5 Comments

  • Graeme Carmichael
    Community Moderator

    Tyler

    You can certainly access all a user's email addresses using the API.

    See the documentation here under user identities. The primary address is normally the address that Zendesk delivers to.

    To find the requester's email address that they initially sent the request from, you may find that in the ticket VIA object. But I must confess that is not something I have tried to do.

    It will be a little tricky using a target as first you would have to find the request via the API, find the VIA object there and then find the email address from the VIA object. Unfortunately, I cannot do that for you, but maybe a starter for you.

     

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  • Eric Nelson
    Zendesk Developer Advocacy
    Hey there,

    Thanks for the feedback, I agree this is certainly not ideal. I'm circling back with product to find out if we have this listed for fixing on the roadmap. Stay tuned!
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  • Tyler Comfort

    Graeme Carmichael Thanks!  Unfortunately it appears the VIA api still shows the primary email, not the one used to send.  I just tested it out.  

     

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  • Graeme Carmichael
    Community Moderator

    Tyler

    Thanks for testing. Looks like it is a product limitation. 

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  • Valeria Molina

    I have the same problem.
    It's extremely important for my project, to get that information.
    Unfortunately, this lack will lead to limitations and bad experiences with my users.
    It is very important for me to solve this problem.

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