Using Plain Text for Zendesk Mail API Commands
Can I use HTML format for Mail API commands in Zendesk?
No, the Mail API commands in Zendesk must be in plain text format, not HTML. This is crucial because the Mail API scans the top of your email for commands, and HTML formatting can interfere with this process. If your email client defaults to HTML, you will need to switch to plain text format to ensure the commands are recognized and executed correctly.
If you're using a monitoring software or email client that only sends emails in HTML, you might need to find a workaround or use a different method to update ticket properties.
More related questions
How can I use the Mail API to update ticket properties in Zendesk?
The Mail API in Zendesk allows agents to update ticket properties directly from their email inbox by adding specific commands to the body of an email. These commands must be in plain text and follow a specific syntax, such as#command value. For…
What are the supported commands for Zendesk's Mail API?
Zendesk's Mail API supports a variety of commands that allow agents to update ticket properties via email. Some of the key commands include#statusto set the ticket status,#requesterto set the ticket requester,#groupto assign the ticket…
Why are my Mail API commands not working in Zendesk?
If your Mail API commands are not working, there are a few things to check. First, ensure that your email is set to plain text format, as commands in HTML format will not be recognized. Also, make sure there is only one space between the command…
Can I set a ticket to 'On-hold' status using Zendesk's Mail API?
Unfortunately, the Mail API in Zendesk does not support setting a ticket to 'On-hold' status directly. The supported status values are open, pending, and solved. As a workaround, you can include a specific comment or keyword in your email and…
How do I make a comment private using Zendesk's Mail API?
To make a comment private using Zendesk's Mail API, you can use the#public falsecommand. This sets the visibility of the comment to private, meaning it won't be visible to the requester. By default, comments are public unless specified…
Can I use the Mail API to update custom fields in Zendesk?
Currently, the Mail API in Zendesk does not support updating custom fields. The commands available are limited to predefined ticket properties such as status, assignee, and priority. If you need to update custom fields, you will have to do so…
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