Can you access "View original email" via the API?


  • Christopher Kennedy
    Zendesk Developer Advocacy
    Hi Neville,
    The REST API will not return the email source file that the "view original email" link opens.  But you can use the Ticket Comments API to get the ticket comments.  This will include the message body and useful metadata like the sender/recipient addresses and message ID.
  • Neville Barrett

    Hi Christopher,

    Thank you for this information. I just wanted to let you know that I've passed this on to the appropriate team.



  • Ahmed Zaid
    User Group Leader Community Moderator
    Zendesk Luminary

    Hi Christopher Kennedy,

    Sorry to hijack the post but I have one issue with this workaround. Whether I use the comments or the audits api, it is not possible to identify the original email sender if it was not from the primary email address. One workaround I tried was checking the via.source.from.original_recipients array. The problem is that it includes the original message's to, from and cc addresses together. So it might be possible to deduce the author, but not if they Cc their primary email for example. I wish those data were serialized properly as from, to, and cc.

  • Christopher Kennedy
    Zendesk Developer Advocacy
    Hi Ahmed,
    That's a very good point.  Depending on the use case, you may need an additional step of checking the recipients against the related users' identities to identify which Zendesk user is a specific recipient. 
  • Fallon Albrecht

    I seriously do not understand, why you removing a functionality announced here and then you do not over an API to retrieve the data. 

    The view original email is not only important to see the email address, but also the content of an email as sometimes you do not see the content of the email in the ticket e.g. when a person replies inline. 



  • Bas van der Hoek

    I'm also surprised (disappointed) to see that there is no API that exposes the exact functionality of "View original email". How does Zendesk itself offer this feature? Can't this endpoint be made publicly available?

  • Dave E

    Given ZD are now removing original copy of the emails after 12 months.

    We need a way to archive these. Please update the ticket API to include the original email ID that points to the message on our own MS Exchange server.

    We are happy to store a copy of the original email on our own servers longer than 12 months. But we need your help to add a pointer to it. Then we can use our own API to download and view the original email hosted on our own MS Exchange server


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