Email not added to the ticket reply's "To field" in the ticket details page

Hi Team,

We have a requirement to add an email id to the ticket reply’s “To field” in the ticket details page.
In this case, I tried the Interface API’s setValue method.

Unfortunately, the email is not added and no error response from the event. I have attached the screen-recording below for reference.


<fw-button id="addEmail">Add Email to "To Field"</fw-button>

Javascript code

$(document).ready(function () {
  app.initialized().then(function (_client) {
    window.client = _client;'app.activated', function () {
      $('#addEmail').click(function () {
        client.interface.trigger('setValue', { id: 'to', value: [''] }).then(function (d) {
            console.log('interface response', d);
          }).catch(function (err) {
            console.error('interface error response', err);

Can you please guide me with this?

Thank you,


Thanks @Siva for bringing this up.

Even though we are able to setValue for cc and bcc through interface API’s, To and from remains to be non editable fields. We will notify to our product team and get back you on this.

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Thanks, @Raghu_Murugesan

Hi @Siva. Hope you are doing great,
We got a response from our product team

“From” and “To” fields will not be editable in UI or with Interface API for private/public notes. But, for forwarding notes, “From” field will be editable but it has to be a verified support email.

We will update the documentation accordingly.


Hi @Raghu_Murugesan,

Thanks for the update.

1 Like