mobieusKnow API: Helpdesk Inbound Email History #222

Revision #222

Approved
All revisions
Author
Patrick Bass
Submitted
Jun 7, 2026 9:51am
Reviewed
Jun 7, 2026 9:51am
Summary
Added by audit doc-gap batch
## API: Helpdesk Inbound Email
+ mobieusHelp can accept inbound emails and automatically create tickets.
− 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
+
+ Configure a forwarding rule or webhook in your email provider to POST to:
+ ```
+ https://{tenant}.mobieus.io/api/helpdesk/inbound-email
+ ```
+ Include a shared secret header `X-Inbound-Token: {token}` matching the token in **Admin → Help → Settings → Inbound Email**.
− 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
+ Accepts `multipart/form-data` or JSON with:
+ - `from` — sender email
+ - `subject` — ticket subject
+ - `text` / `html` — message body
+ - `attachments[]` — optional attachments
− POST a JSON body. Recognized fields:
−
− - `from` — sender address (a `Name <[email protected]>` form is parsed; `envelope.from` is used as a fallback)
− - `from_name` — sender display name (optional)
− - `subject` — message subject
− - `text` — plain-text body
− - `html` — HTML body
− - `message_id` — the message's `Message-ID` (**required**)
− - `in_reply_to`, `references` — threading headers, used to attach replies to an existing ticket
− - `headers` — 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 ticket is created and routed to the default queue. The sender receives a confirmation email with their ticket reference.
− 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.
−

API: Helpdesk Inbound Email

mobieusHelp can accept inbound emails and automatically create tickets.

Setup

Configure a forwarding rule or webhook in your email provider to POST to:

https://{tenant}.mobieus.io/api/helpdesk/inbound-email

Include a shared secret header X-Inbound-Token: {token} matching the token in Admin → Help → Settings → Inbound Email.

Payload

Accepts multipart/form-data or JSON with:

  • from — sender email
  • subject — ticket subject
  • text / html — message body
  • attachments[] — optional attachments

Ticket creation

A new ticket is created and routed to the default queue. The sender receives a confirmation email with their ticket reference.

## API: Helpdesk Inbound Email

mobieusHelp can accept inbound emails and automatically create tickets.

### Setup

Configure a forwarding rule or webhook in your email provider to POST to:
```
https://{tenant}.mobieus.io/api/helpdesk/inbound-email
```

Include a shared secret header `X-Inbound-Token: {token}` matching the token in **Admin → Help → Settings → Inbound Email**.

### Payload

Accepts `multipart/form-data` or JSON with:
- `from` — sender email
- `subject` — ticket subject
- `text` / `html` — message body
- `attachments[]` — optional attachments

### Ticket creation

A new ticket is created and routed to the default queue. The sender receives a confirmation email with their ticket reference.