Show Ticket comments like incoming Email | Community
Skip to main content

Show Ticket comments like incoming Email

  • July 1, 2022
  • 1 reply
  • 0 views
Peer

Hi,

we would like to post emails that are sent via a third party application (booking confirmations) to Tickets in ZenDesk via the API. Our problem is that comments are truncated to 100.000 characters and tables have additional markup around them.

If sending the same email to the ticket address directly, it works without a problem. The email is shown in full and correctly. But because the third party from email address is not part of the ticket the mail gets silently dropped, even when sent to the right zendesk ticket email address.

Is it possible to achieve the same via the API? Add a full email reply to an existing ticket?

    1 reply

    Greg29
    • Greg29
    • July 1, 2022
    Hi Peer! Unfortunately, this wouldn't be possible via the API either, as our API has a character limit of ~65,000 characters, not including markup and tables. Neither of these are a great solution, but you could either add the third-party to the ticket first to allow the email to thread or you could use the API and break the email up into some sort of logical chunks. Not ideal at all, I know, just some ideas to work with based on the limitations at hand.
    Terms & ConditionsCookie settingsAccessibility statement