I have been tasked with getting emails replies from the email into service desk. I looked for API’s but none were just for inserting a note. I will have a ticket number to have my app call the api to insert the body of the email into the clients ticket from the ticket number in the subject. Can this be done.
@fnf Yes, this is usually possible, but it depends on the Service Desk API. Most systems do not have a separate “insert note” endpoint, instead you update the ticket and include a note object in the request body.
Check whether the API supports adding a private or internal note via the ticket update endpoint. Typically you pass the ticket ID and include the note text plus a flag for internal visibility. Also confirm authentication and permissions, since the API user must have rights to add notes.