Update email account helpdesk settings

Updates helpdesk settings for a specific email account. These settings override workspace defaults. Omitted fields inherit from workspace defaults.

What can be configured: All fields are optional - only provided fields will override workspace defaults:

Task priority: Override default priority for this account
Task type: Override default task type ID
Task status: Override default task status ID
Auto-assign user: Override default assignment (set to null to remove override)
Default reply body: Override auto-reply template (supports variables like taskNumber)
Send default reply: 3-state control - null (inherit), true (enabled), false (disabled)

How inheritance works:

Providing a value overrides the workspace default
Omitting a field (or setting to null for some fields) inherits from workspace defaults
sendDefaultReply has special 3-state behavior: null = use workspace default, true/false = override
Updating settings automatically enables helpdesk for the account (isEnabled: true)

Example scenarios:

Set only defaultTaskPriority: High → Account uses High priority, all other settings from workspace
Set sendDefaultReply: false → Disables auto-reply for this account only
Set sendDefaultReply: null → Account inherits workspace auto-reply setting

Error handling: Returns 404 if the email account is not found or doesn’t belong to the workspace.

Note: This endpoint requires the WsSettings.manageSettings permission.

PUT/helpdesk/email-accounts/{accountId}/settings

Authorization

AuthorizationOAuth2 access token · headerrequired

Scopes:api:write

AuthorizationBearer token (JWT) · headerrequired

Path parameters

accountIdstringrequired

Email account ID

Query parameters

fieldsToReturnstring

Comma-separated list of top-level response fields to return. Overrides the endpoint compact default unless responseShape=full is used.

responseShapestring

Advanced override. Omit for the endpoint compact default. Use full only when you need the complete endpoint response, including nested fields that are not selectable with fieldsToReturn.

Allowed:compactfull

Header parameters

LT-Response-Shapestring

Advanced override. Set to full only when you need the complete endpoint response, including nested fields that are not selectable with fieldsToReturn.

Allowed:full

Request body

requiredapplication/json

autoAssignUserIdstring

Auto-assign user override for this email account. If provided, tasks created from emails to this account will be assigned to this user. If omitted or null, the account will inherit the workspace default assignment (or no assignment if workspace default is also null). Set to an empty string to remove the override and use workspace default. Must be a valid user ID from your workspace.

defaultReplyBodystring

HTML template override for automatic replies sent from this email account. If provided, this template will be used instead of the workspace default. If omitted or null, the account will inherit the workspace default reply template.

Accepts Markdown or HTML for complex formatting. This content is rendered by the Leadtime rich editor, not by a plain Markdown viewer.

For quick/simple text, Markdown is acceptable. For polished user-facing content from an agent or integration, prefer structured HTML because it preserves editor blocks, links, and layout more predictably.

Use only the nodes and marks documented below for this field. Supported editor features differ by endpoint and field. Choose formatting for readability, not decoration: use headings for real sections, paragraphs for narrative text, lists or tables for structured facts, blockquotes for quoted context, callouts for important outcomes/risks/notes when supported, and explicit anchors for links. Do not rely on bare URLs or Markdown links when the link must be clickable; use explicit anchors such as <a href="https://example.com" target="_blank" rel="noopener noreferrer nofollow">link text</a>.

In HTML you can use:

Node Types and Marks

Nodes

paragraph Type: block Content: inline* (inline only — do not use block tags such as inside; use e.g. , , , …) Default paragraph. extraPlaceholder is an internal structure for the editor to show a ghost placeholder in empty “template” lines (ProseMirror JSON fragment or null). For normal agent output leave extraPlaceholder as null. Only set it if you are intentionally mirroring a field placeholder the user already has in the open editor; do not set random placeholder data for free-form answers. Atts:

extraPlaceholder: null

<p class="paragraph-base" extraplaceholder="null/some-value"></p>

heading Type: block Content: inline* (inline only — do not use block tags such as inside; use e.g. , , , …) Atts:

level: 1

<h1 class="heading-base"></h1>

bulletList Type: block list Content: listItem+ Atts: none

<ul class="list-base"><li></li></ul>

hardBreak Type: inline Atts: none

<br>

horizontalRule Type: block Atts: none

<hr class="hr-base">

orderedList Type: block list Content: listItem+ Atts:

start: 1
type: null

<ol class="order-list-base" type="null/some-value"><li></li></ol>

listItem Content: (paragraph|list)* (paragraphs and/or lists, in any order) Atts: none

<li></li>

blockquote Type: block Content: block+ (one or more block child nodes (e.g. paragraph, list, …)) Atts: none

<blockquote class="blockquote-base"><p class="paragraph-base"></p></blockquote>

Marks

link Atts:

href: null
target: _blank
rel: noopener noreferrer nofollow
class: null
title: null

<a target="_blank" rel="noopener noreferrer nofollow" href="">link text example</a>

bold Atts: none

<strong>bold text example</strong>

code Atts: none

<code>code text example</code>

italic Atts: none

<em>italic text example</em>

strike Atts: none

<s>strike text example</s>

underline Atts: none

<u>underline text example</u>

Available Helpdesk Variables

You can use the following variables in your helpdesk templates. Variables are represented as HTML spans:

taskNumber: The generated task number for the helpdesk ticket

Example HTML: #12345

Note: Supports the same variables as workspace templates (e.g., taskNumber).

defaultTaskPrioritystring

Task priority override for this email account. If provided, this priority will be used instead of the workspace default. If omitted or null, the account will inherit the workspace default priority. Valid values: Urgent, High, Normal, Low.

Allowed:LowNormalHigh

defaultTaskStatusIdstring

Task status ID override for this email account. If provided, this task status will be used instead of the workspace default. If omitted or null, the account will inherit the workspace default task status. Must be a valid task status ID from your workspace.

defaultTaskTypeIdstring

Task type ID override for this email account. If provided, this task type will be used instead of the workspace default. If omitted or null, the account will inherit the workspace default task type. Must be a valid task type ID from your workspace.

sendDefaultReplyobject

Auto-reply behavior override for this email account. This field supports 3-state inheritance: null (inherit from workspace default), true (enable auto-reply for this account), false (disable auto-reply for this account). This allows fine-grained control over auto-reply behavior per account.

Responses

200

Email account settings updated successfully

displayNamestringrequired

Display name for the email account. This is the friendly name shown in the UI and in email headers.

emailstringrequired

Email address of the account. This is the address that receives helpdesk emails.

helpdeskEnabledbooleanrequired

Whether helpdesk is currently enabled for this email account. When enabled, emails sent to this account will be automatically processed and converted to tasks. When disabled, emails are ignored.

idstringrequired

Unique identifier for the email account. Use this ID to reference the account in other API calls.

settingsobject

Account-specific helpdesk settings that override workspace defaults. Only present when helpdesk is enabled for this account. Null fields inherit from workspace defaults. If helpdesk is disabled, this field will be undefined.

401

Unauthorized - Invalid or missing authentication token

403

Forbidden - Insufficient API scopes or permissions

404

Email account not found

Try it

Server

Base URLCustom base URLOverrides the selected server when set.

Authorization

OAuth2 access tokenRemember on this deviceInclude my values in samples

Parameters

accountIdpath*Email account IDfieldsToReturnqueryComma-separated list of top-level response fields to return. Overrides the endpoint compact default unless responseShape=full is used.responseShapequeryAdvanced override. Omit for the endpoint compact default. Use full only when you need the complete endpoint response, including nested fields that are not selectable with fieldsToReturn.LT-Response-ShapeheaderAdvanced override. Set to full only when you need the complete endpoint response, including nested fields that are not selectable with fieldsToReturn.

Bodyapplication/json

Request body

Request

curl -X PUT "https://leadtime.app/api/public/helpdesk/email-accounts/account-uuid-123/settings" \
  -H "Authorization: Bearer YOUR_ACCESS_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{
  "autoAssignUserId": "user-uuid-override",
  "defaultReplyBody": "<p>Thank you for contacting us. Your ticket number is <span data-type=\"variable\" data-id=\"taskNumber\">#12345</span>.</p>",
  "defaultTaskPriority": "High",
  "defaultTaskStatusId": "status-uuid-override",
  "defaultTaskTypeId": "type-uuid-override",
  "sendDefaultReply": true
}'

const response = await fetch("https://leadtime.app/api/public/helpdesk/email-accounts/account-uuid-123/settings", {
  method: "PUT",
  headers: {
    "Authorization": "Bearer YOUR_ACCESS_TOKEN",
    "Content-Type": "application/json"
  },
  body: "{\n  \"autoAssignUserId\": \"user-uuid-override\",\n  \"defaultReplyBody\": \"<p>Thank you for contacting us. Your ticket number is <span data-type=\\\"variable\\\" data-id=\\\"taskNumber\\\">#12345</span>.</p>\",\n  \"defaultTaskPriority\": \"High\",\n  \"defaultTaskStatusId\": \"status-uuid-override\",\n  \"defaultTaskTypeId\": \"type-uuid-override\",\n  \"sendDefaultReply\": true\n}"
});

import requests

response = requests.put(
    "https://leadtime.app/api/public/helpdesk/email-accounts/account-uuid-123/settings",
    headers={
        "Authorization": "Bearer YOUR_ACCESS_TOKEN",
        "Content-Type": "application/json"
    },
    data="{\n  \"autoAssignUserId\": \"user-uuid-override\",\n  \"defaultReplyBody\": \"<p>Thank you for contacting us. Your ticket number is <span data-type=\\\"variable\\\" data-id=\\\"taskNumber\\\">#12345</span>.</p>\",\n  \"defaultTaskPriority\": \"High\",\n  \"defaultTaskStatusId\": \"status-uuid-override\",\n  \"defaultTaskTypeId\": \"type-uuid-override\",\n  \"sendDefaultReply\": true\n}",
)

Response

{
  "displayName": "Support Team",
  "email": "support@example.com",
  "helpdeskEnabled": true,
  "id": "account-uuid-123",
  "settings": {
    "defaultReplyBody": "<p>Thank you for contacting us.</p>",
    "emailAccountId": "account-uuid-123",
    "emailAddress": "support@example.com",
    "emailDisplayName": "Support Team",
    "isEnabled": true,
    "sendDefaultReply": true,
    "taskAccountableId": null,
    "taskAssignedId": null,
    "taskPriority": "Normal",
    "taskProjectId": null,
    "taskStatusId": null,
    "taskTagsIds": null,
    "taskTypeId": "type-uuid-456"
  }
}