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Update ticket with email commands without public note/contacting customer

Related products:Freshdesk
  • July 5, 2016
  • 3 replies
  • 48 views
K
Apprentice

I'm having some fun with the API and the email commands, we've set the system to notify us when a ticket has been created or assigned but when replying to this notification email with say


@Simonsays "priority":"low" @Simonsays


It updates the ticket but then leaves an empty public note which doesn't look that great. We also don't want this going to the customer.


It would be ideal if one of our agents can reply, via email, to a ticket notification and have it update the ticket and that be the end of it - no forwarding the rest of the email to the customer, no empty public notes.

3 replies

P
Community Debut
  • priyo_old
  • Community Debut
  • July 5, 2016
Hi,

Thanks for sharing the use case. As I understand the need in to work on tickets and not want customer to receive any public note update.

Would having the note updated at private solve the purpose using the action keyword as documented below

"action": "note" 

 Add a private note

 


K
Apprentice
  • kspiers
  • Author
  • Apprentice
  • July 5, 2016

Thank you for your reply, I should have clarified that I did try this, but the ticket was updated with a blank public note, no private note and the email still made it's way to my support email with the email commands displayed.


Could you confirm whether or not I am using the correct syntax? In this instance I was replying to a ticket notification from Freshdesk that included the Ticket ID in the subject:


@Simonsays "action": "note" Here is a private note @Simonsays



Please note the space between : and "note".



S
Contributor

Hello Spoze,


Thanks for writing to us.


I think your syntax needs a tweak. The way to add a private note is as follows. Note that this cannot be combined right now with other email commands i.e. to set priority or change other ticket fields.


@Simonsays "action": "note" Here is a private note @Simonsays


Here is a private note <==== this part goes in your email response body.


Regarding your original request, of not generating an empty public note when ticket properties are changed, this definitely seems like intuitive behaviour. Thanks for the feedback! We will look into it and get back to you on the timeline for implementation.


Regards,

Sudha


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