I used the Zendesk API (Python) to create and update tickets. I would like to add a common prefix to all Zendesk generated emails. I tried including the ticket id placeholder, {{ticket.id}}, in the {'ticket' {'subject': {{ticket.id}}}}. But this does not get replaced and appears as ticket.id in the email received.
Is it possible to include the ticket id in the email subject?
Thanks for your help.
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I have seen this post,
But this does not mention the API.
Hi James! That article would be the correct way to go, as all email notifications from Zendesk are sent via business rules...triggers, automations, or other native rules. If you pass the ticket id placeholder via the API, the time for the rendering of the placeholder would be after the subject had already been set and thus it will have no concept of a ticket id yet. And as previously mentioned, all email notifications will come from your business rules, so setting the ticket id there is the way to go.
Let us know if you have any follow-up questions!
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