API: Helpdesk Inbound Email

2 min read · 246 words · 3 revisions · Updated Sep 5, 2026
#api #helpdesk #email

API: Helpdesk Inbound Email

mobieusHelp can accept inbound email and turn each message into a ticket. This is a webhook endpoint your email provider (or a relay) posts to. It is secured by a shared secret, not by an API key, so it is separate from the bearer-token /api/v1 surface.

Setup

  1. In Admin → Help → Email Accounts, open your default email account and copy its inbound secret.
  2. Configure your provider to POST each inbound message to: 
    https://{tenant}.mobieus.io/api/helpdesk/inbound-email
  3. Send the secret with every request in the X-Mobieus-Inbound-Secret header (or as a ?secret= query parameter). A request with a missing or wrong secret is rejected with 401.

Payload

POST a JSON body. Recognized fields:

  • from is the sender address (a Name <[email protected]> form is parsed; envelope.from is used as a fallback)
  • from_name is the sender display name (optional)
  • subject is the message subject
  • text is the plain-text body
  • html is the HTML body
  • message_id is the message's Message-ID (required)
  • in_reply_to, references are threading headers, used to attach replies to an existing ticket
  • headers is an object of raw headers (used to detect auto-replies)

from and message_id are required. If either is missing the endpoint returns 422.

Ticket creation

A new message creates a ticket in the default queue, or appends to the matching ticket when the threading headers point to one. The sender receives a confirmation email with their ticket reference.

Contributors:
S
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