Notify email field in add private note does not trigger email

[mohammed]

Hi Team,

I’m trying to add a private note through the custom app to a ticket in Freshdesk. In order to notify the agent assigned to the ticket I’m adding the agent’s email to notify_email field.

The private note gets added to the ticket. But it does not trigger an email to the agent.
When creating a private note through UI it works to trigger the email but not through API.

https://support-help.freshdesk.com/api/v2/tickets/2/notes

{
    "body": "Test",
    "notify_emails": ["test@gmail.com"],
    "incoming": true
}

Is there any field I’m missing here? Thanks in advance

[mohammed]

Hi Team,

Can someone help me with this please?

[Anish]

Hi @mohammed ,

Greetings!

It seems that you have been passed the wrong attributes. Kindly try the curl URL below to test this out:

curl -v -u api_key:X -H "Content-Type: application/json" -X POST -d '{ "body":"Test", "private":true, "notify_emails":["test@gmail.com"] }' 'https://domain.freshdesk.com/api/v2/tickets/3/notes'

Instead of using “incoming,” use “private.” For more details, kindly check the URL attached below,

{
    "body": "Test",
    "notify_emails": ["test@gmail.com"],
    "private": true
}

Api Documentation : Add note to a ticket

Thank you.

[Anish]

@mohammed , I hope the answers provided above clarify your question.

[mohammed]

Hello @Anish

Apologies for the late reply. Thanks for your information.
Yes, it worked for me.

Thank you

[Anish]

Hi @mohammed

I’m happy for that. If your query has been resolved, kindly mark it as a solution so it can be useful to others with the same questions.