How to get Ticket ID code to update tickets via email | Community
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How to get Ticket ID code to update tickets via email

  • June 29, 2023
  • 8 replies
  • 0 views
J

We want to update Zendesk via email from a system that hasn't received an email from Zendesk.

Questions:

1) Does that require the ID code which looks like "L66B03-3PEVR" rather than only the Ticket #?

2) If so, can we get that ID code from the API? I've looked at the fields and can't find it:

https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_fields…

To update a ticket via email, are we required to use the unique ID code, such as: help+idL66B03-3ZEVR@supportstore.zendesk.com?

Or, is it possible to update the ticket using the Ticket # such as: help+id12345@supportstore.zendesk.com

We did try using the Ticket # and it failed.

IF the unique ID code is required, how could we obtain that without actually receiving an email from Zendesk? Can we retrieve that ID code from the API?

    8 replies

    Rafael20
    • Rafael20
    • June 29, 2023

    Hey @jeff20,

    We have the same need, so that we can use this ticket encoded ID in emails sent as to have messages thread back into the ticket.

    This can be accessed in Support via the ticket placeholder ticket.encoded_id.

    You could try defining a workaround for this by setting a ticket custom field via the API on ticket creation using a Trigger.

    A text Ticket Custom Field would be used, example ID 100200300, name "Ticket Encoded ID". Your trigger could do the following:

    Conditions:

    • Ticket is Created

    Actions:

    • Notify active webhook - Update ticket - this would be a PUT to /api/v2/tickets/{{ticket.id}} with the following payload:
    {
      "ticket": {
        "custom_fields": [
          { "id": 100200300, "value": "{{ticket.encoded_id}}" }
        ]
      }
    }

    Example working trigger I've built to do this, using the above payload for the screenshot:

    This updates the ticket making the encoded ID available from the ticket object when you GET its URL.

    J
    • Jeff20
    • Author
    • June 29, 2023

    Thanks for the reply! This is a way to set a Zendesk custom field to the Encoded_ID. I was unaware of this field but now I see it here:

    ticket.encoded_id The encoded ID is used for threading incoming email replies into existing tickets.

    https://support.zendesk.com/hc/en-us/articles/4408886858138-Zendesk-Support-placeholders-reference

    In our case we have a Zendesk app that captures the ticket.id so we'll try capturing the ticket.encoded_id as well and using that to update tickets via email. Thanks.

     

    Jed13
    • Jed13
    • November 15, 2023

    Following up here what’s the syntax of use? Do we just add the encoded ticket ID to the subject line or is it its own email address? Thanks.

    C
    Hi Jed,
     
    We match an incoming email message to the ticket when we detect that the encoded ID is present in the email body.  So that's where you'd include the encoded ID.
    Jed13
    • Jed13
    • November 21, 2023

    Thank you for the clarification. The documentation on any of the API stuff is not exactly as flushed out as I figured it would be so thank you again.

    Jed13
    • Jed13
    • December 21, 2023

    @christopher53 another question on this.

     

    If the encoded ID needs to be in the body, what address is the email sent to? sending to our support alias creates a new ticket, and sending to the support+idxxxxxxx doesn't work at all.

     

    TYIA

    G

    Hello

    If i send a side conversation to another ticket system, i receive back a new mail so zendesk not match the side conversation with my original ticket.

    Could i use the encoded_id to resolve my problem?

    E
    • Erica26
    • April 29, 2024
    Hi Gabriele,
     
    You could definitely use that to ensure you side conversation responses are threaded to your original ticket. 
     
    Depending on the external ticket system being used, there could potentially be a more efficient method of doing this. What third party ticket management service are you using?
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