Getting started with email - Part 2: Incoming email requests and notifications

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  • Thomas Koj

    Hi all,

    Would you please elaborate on this one?

    • The email body includes a hidden reference to the ticket

    Where exactly do we find this?

    We have a vendor that tries to communicate with our Zendesk automatically. Working on e-mail threads is impossible for them and working with the ticket ID in the mail address requires extensive changes on their side.

    Many thanks and all the best


  • Brett Bowser
    Zendesk Community Team

    Hey Thomas,

    You can get the hidden ticket reference ID by using the ticket.encoded_id placeholder. I would recommend applying a macro that includes that placeholder to a ticket as an internal note so you can access it.

    I hope this helps!

  • Thomas Koj

    Hi Brett,

    Thanks for the reply, I guess this should help.


    All the best



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