Using API endpoint /reply does not include cc emails from original ticket

  • 23 November 2022
  • 0 replies



I have a scenario, where I want to send out an automated reply to a customer and include CC’d emails. When doing this through UI -it is done automatically, however if I use automation with trigger webhook towards api/v2/tickets/{{}}/reply - it only sends email to contact in TO. Same happens if I use automation action “send email to requester” 

API definition has “cc_emails” that can be included in message json, but there’s no placeholder to populate this data into Automation. 

So, I’m wondering if there’s a way to send automated ticket reply and include CC’d emails included in original ticket.

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