Is it possible to pull the source email address via api? | Community
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Is it possible to pull the source email address via api?

  • November 5, 2021
  • 7 replies
  • 0 views
T

We're revising our account verification process, and I've learned that Zendesk won't allow you to email users' secondary email addresses.

This definitely should be fixed, but now I'm realizing we can't even easily see users' secondary email address easily, or see what account the ticket is coming from.  The only way to tell is to find the "view original email" which is hugely inconvenient for our team members.  

I figured I'd use a target to automate an internal note showing the incoming requester address as email tickets are created, but it looks like this isn't an option.  Is there anyway to find that information via api?  

      7 replies

      ZZ55
      • ZZ55
      • November 8, 2021

      Tyler

      You can certainly access all a user's email addresses using the API.

      See the documentation here under user identities. The primary address is normally the address that Zendesk delivers to.

      To find the requester's email address that they initially sent the request from, you may find that in the ticket VIA object. But I must confess that is not something I have tried to do.

      It will be a little tricky using a target as first you would have to find the request via the API, find the VIA object there and then find the email address from the VIA object. Unfortunately, I cannot do that for you, but maybe a starter for you.

       

      Eric27
      • Eric27
      • November 8, 2021
      Hey there,

      Thanks for the feedback, I agree this is certainly not ideal. I'm circling back with product to find out if we have this listed for fixing on the roadmap. Stay tuned!
      T
      • Tyler14
      • Author
      • November 9, 2021

      @zz55 Thanks!  Unfortunately it appears the VIA api still shows the primary email, not the one used to send.  I just tested it out.  

       

      ZZ55
      • ZZ55
      • November 10, 2021

      Tyler

      Thanks for testing. Looks like it is a product limitation. 

      M
      • María49
      • June 10, 2022

      I have the same problem.
      It's extremely important for my project, to get that information.
      Unfortunately, this lack will lead to limitations and bad experiences with my users.
      It is very important for me to solve this problem.

      Wilhelm11
      • Wilhelm11
      • February 27, 2023

      Hello, I would like to use a self-developed support app to query the source email address of the requester from within a ticket. Could this problem be solved already? I can access the identities of the end user and get a sub email address. But I need the source to compare this with the primary email address. I want to send emails to the source email address when it does not match the primary email address of the end user.

      Can someone please help me with this? Even if it just means it doesn't work.

      Mike53
      • Mike53
      • April 9, 2023
      Hi Wilhelm!

      I did check our list of APIs for "Support" here: Zendesk Tickets API. Currently the only email address that would be available is the primary address of the user who sent the email.
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