Hi there,
as described in Create Email-Article via API we have the following challenge:
We’d like to:
- Create a Ticket via the ticket API with an article of type “email”
- Add an Article of type “email” to an existing ticket via the article API
both without this triggering the email to be send out.
Note: We’re not talking notifications but the emails being created as an article.
We’d like to do this because:
- We plan on performing a number of classification- and enriching-steps on incoming emails before tickets are created and we can pass all of those to the ticket directly if we create it via API
- We still want the agent to be able to use the “reply to” feature with all the functionality of email-type articles
“Telephone” works as a workaround but does not support populating the cc-field when using “reply”.
To test the behavior, create a ticket with an email-type article via the API
{
"title": "Ticket with email",
"group": "People working on emails",
"customer": "test@test.com",
"article": {
"subject": "Email subject",
"body": "Email body",
"type": "email",
"from": "john.sender@test.com",
"to": "recipient@test.com",
"content_type": "text/html",
"internal": false
}
}
This will trigger an email to be send to john.sender@test.com.
It would be very nice to have the option su suppress the sending of this email via the API (article and ticket) e.g. by an “outgoing” flag on the article payload. This can be made optional and set to “true” by default to maintain backwards compatibility
{
"title": "Ticket with email",
"group": "People working on emails",
"customer": "test@test.com",
"article": {
"subject": "Email subject",
"body": "Email body",
"type": "email",
"from": "john.sender@test.com",
"to": "recipient@test.com",
"content_type": "text/html",
"internal": false
}
}
would still trigger the current behavior but
{
"title": "Ticket with email",
"group": "People working on emails",
"customer": "test@test.com",
"article": {
"subject": "Email subject",
"body": "Email body",
"type": "email",
"from": "john.sender@test.com",
"to": "recipient@test.com",
"content_type": "text/html",
"internal": false,
"outgoing": false
}
}
would not.
As there is a workaround this is somewhat of a “nice-to-have” but it would make handling incoming emails much less hacky 
Cheers
Lukas
Our Zammad environment:
- Average concurrent agent count: Currently in set-up. Target is 160
- Average tickets a day: Currently in set-up. Target is 3.500
- What roles/people are involved: Customer Service, Accounting and IT