API with Zammad automatic reply

Lobby
1

Hi,

i would like to answer on a Ticket automaticly.

params = {
“state”: “closed”,
“article”: {
“body”: "Sehr geehrter Kunde, "
“type”: “email”
“from”: “”,
“to”

The value should to obtained automatically. The author’s email address should go here.

Does somebody has any idea?

Greetings

Tristan

2

You could use the email address of the customer as recipient if you read the full ticket:

ubuntu-rs@ubuntu-rs:/workspace/git_zammad/zammad$ curl -s -u"admin@example.com:test" http://ubuntu-rs:3000/api/v1/tickets/1?full=true | jq '.assets.Ticket."1".customer_id'
2
ubuntu-rs@ubuntu-rs:/workspace/git_zammad/zammad$ curl -s -u"admin@example.com:test" http://ubuntu-rs:3000/api/v1/tickets/1?full=true | jq '.assets.User."2".email'
"nicole.braun@zammad.org"

if you meant the sender, then it is a bit more tricky. I think you would need to get group and with it you can find the sender address of the email.

ubuntu-rs@ubuntu-rs:/workspace/git_zammad/zammad$ curl -s -u"admin@example.com:test" http://ubuntu-rs:3000/api/v1/tickets/1?full=true | jq '.assets.Ticket."1".group_id'
1
ubuntu-rs@ubuntu-rs:/workspace/git_zammad/zammad$ curl -s -u"admin@example.com:test" http://ubuntu-rs:3000/api/v1/tickets/1?full=true | jq '.assets.Group."1".email_address_id'
1
ubuntu-rs@ubuntu-rs:/workspace/git_zammad/zammad$ curl -s -u"admin@example.com:test" http://ubuntu-rs:3000/api/v1/email_addresses/1 | jq '.email'
"zammad@localhost"
3

Actually update: It seems that the from field is automatically filled. I just tried this request:

curl --request POST \
  --url http://ubuntu-rs:3000/api/v1/ticket_articles \
  --header 'Authorization: Basic YWRtaW5AZXhhbXBsZS5jb206dGVzdA==' \
  --header 'Content-Type: application/json' \
  --data '{
   "ticket_id": 1,
   "subject": "Call summary",
   "body": "test 123",
   "content_type": "text/html",
   "type": "email",
   "internal": false,
   "sender": "Agent",
   "to": "test@example.com"
}'

(Articles — Zammad System Documentation documentation)

4

Sorry if I made myself unclear. So as a whole. I want that when a ticket is closed in Youtrack, the person in Zammad gets an automatic message that we are finished and their error will be fixed. However, in Youtrack there is only a link to the ticket. Therefore, an API request would either have to obtain the email address automatically or be able to respond to the customer’s message. I manage to get a message written, but then no email is sent to the customer. Therefore, it seems to me that there is still a step missing with the mailing

5

Setting the to attribute is mandatory and does not happen automatically.
That’s because a ticket is not limitted to one conversation partner and that partner could change due to internal questions to others by e.g. your customer.

So you may have to shoot a second request to find out who you’re talking to actually.