• Christopher Kennedy

  • 16 de febrero de 2023 15:16

  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

  • 16 de febrero de 2023 15:35

  Hi Christopher,

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

  Thanks

  Neville

• Ahmed Zaid

  • 17 de febrero de 2023 11:11

  Community Moderator

  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

  • 6 de marzo de 2023 16:17

  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. 
  

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