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 example, to set a ticket's status to solved, you would use#status solved
. It's important to note that only agents can use these commands, and they must be placed at the top of the email.
To update an existing ticket, you must reply to an email notification for that ticket, as Zendesk requires the ticket ID contained in the Reply To email address. For more detailed instructions, you can refer to theoriginal Zendesk documentation.
Zendesk's Mail API supports a variety of commands that allow agents to update ticket properties via email. Some of the key commands include#status
to set the ticket status,#requester
to set the ticket requester,#group
to assign the ticket…
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,…
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…
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…
To make a comment private using Zendesk's Mail API, you can use the#public false
command. 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…
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…