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

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

I seriously do not understand, why you removing a functionality announced here https://support.zendesk.com/hc/en-us/articles/5359840638362?page=1#comment_5869210602266 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. 

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?

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

+1 on this

The given workaround doesn't work (anymore?) – there is no e-mail metadata in the Ticket_Comments, it's only comment metadata which is a totaly different book.

“Download original e-mail” should be a feature also for sent mails, as it is currently impossible to see the e-mail that was sent, which could be crucial for documentation, archiving and proving when it comes to legal issues.

Neither the message id nor the full e-mail body is shown, as templates/headers/footers are added “later in the flow”. Also the used recipient(s) for THIS comment are not safely to be discovered.

also +1 for “removing original e-mail without allowing to download them”. I even have doubts if this is legal, as the persisted “version” of the e-mail (i. e. Zendesk ticket) is crippled and can be very wrong.

Another (important) point that tells us to discontinue using Zendesk, sadly.

Regards
Oliver

@olli with regards to notifications sent from Zendesk, you can look into setting up an “Outgoing Zendesk notifications”-mailbox for sent notifications from Zendesk, where you configure archiving rules to sort mails by the groups they were sent from. This feature is described here:  Archiving ticket email notifications – Zendesk help

+1 for retrieving the original eml file programmatically.  We are seeing that the original To and CC are being changed in tickets created by Zendesk if the CC is the support email address, which makes sense in the context of Zendesk; however, we need to be able to surface who was in fact the original CC of  the email and original To recipient.  We wanted to build an app to surface this, but we are finding that there is no API endpoint available, and if we try to retrieve the information via the same URL that the ‘see original email’ uses, it appears to be inaccessible.  I don't think we could access the user's cookies either to authenticate, so it would appear to be completely inaccessible to us.