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David Baldwin

Joined Jan 06, 2023

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Last activity Jan 25, 2023

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David Baldwin commented,

CommentGetting started with email

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

View comment · Posted Jan 25, 2023 · David Baldwin

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David Baldwin commented,

Community comment Developer - Zendesk APIs

Yes, they are identical with an address in our custom domain. Also identical value in Return-Path: header.

View comment · Posted Jan 17, 2023 · David Baldwin

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David Baldwin commented,

Community comment Developer - Zendesk APIs

Thanks Ahmed. We are using a custom domain and hence From address when Zendesk sends a response to the user is just the mailbox on our domain, so we don't have access to the ticket_id value. All we have is the tracking footer value which would also be present in the "In-Reply-To" header that looks like:
[1ABCDE-FGHJK]

So there would need to be either a lookup API to map that ref to a ticket ID, or a parameter that can be added to include this ref in the API call.

View comment · Posted Jan 13, 2023 · David Baldwin

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David Baldwin created a post,

Post Developer - Zendesk APIs

I am trying to fix an issue where new tickets get created rather than a follow up to an existing ticket when using ticket API.
I have built an Azure Logic App that receives a new email and submits the HTML body to the "/api/v2/tickets.json" API endpoint in the comment: html_body attribute. The HTML contains the reference ID at the end which is also present in the "In-Reply-To" header. if I inspect the email directly. Unfortunately, I don't have access to that header field that I can work out, and even if I did, what attribute would I need to set with that value for it to add to the existing ticket rather than create a new one.
If I send an email with the HTML body, the reference is detected. The email doesn't contain the "In-Reply-To" header, so it must be finding the reference.

Posted Jan 06, 2023 · David Baldwin

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