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Reply to Accelo client tickets with AI

A client wrote on a ticket yesterday and nobody answered. The Last Contact Date column shows the gap, but each reply still means opening the ticket, rereading the thread and typing.

Cotlet does it in your own Accelo account with list_tickets, get_ticket and reply_to_ticket, called by your AI agent, an n8n workflow or a script.

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Hosted · nothing to install or maintain

Can Accelo do this on its own?

Accelo sends replies as email activities from the ticket, progressions can email resolution details when a status changes, and the API creates an email activity against a ticket (checked 17 Oct 2026). A progression sends the text an admin set up in advance. None reads the thread and writes the answer, and the MCP page lists no write for replies.

How you do it in Accelo today

  1. Open Tickets and add the Ticket Last Contact Date column, which shows the days since the client was contacted, or filter by Ticket Overdue.
  2. Open a ticket and read the thread of messages on it.
  3. Click Message (or + Add Activity and choose Email) at the top of the ticket.
  4. Fill the To field with the client contact, write the reply and click Send. A timer starts by itself and the time defaults to billable.
  5. Checking which tickets wait on you is the part that gets forgotten between meetings.

How to reply to Accelo client tickets with AI

Prompt

Find open Accelo tickets where the client wrote last and nobody replied for a day. Draft a short reply that answers the question, and send it only after I approve each one.
  1. 01

    Find tickets waiting on you

    list_tickets filters open tickets by last interaction, so only tickets where the gap is real are in the list.

  2. 02

    Read the whole thread

    get_ticket returns the messages in order. The agent checks the last one came from the client, so a ticket a colleague already answered is skipped.

  3. 03

    Draft from the thread

    The reply answers what the client asked in your wording. A question that needs a decision, a refund or a date is listed for you and not answered.

  4. 04

    Send after your OK

    reply_to_ticket sends the email to the ticket contact. Each call asks for your OK until you switch confirmation off for reply_to_ticket, because the client receives it.

  5. 05

    Note what was sent

    The agent reports the ticket, the contact and the first line of each reply, so you can see what went out.

What you get back

Example data

Waiting on us: 6
Replies sent after your OK 4, e.g. #1042 to Dana Whitfield, export error answered with the workaround
Skipped 1 (a colleague replied since)
Left for you 1:
- #1038 asks for a refund of last quarter

Other ways to ask

  • Every Monday, list tickets where the client has waited more than 3 days and send nothing.
  • Reply only on tickets in the Support request class and draft the rest as notes for me.
  • Draft replies for today's waiting tickets as a table and send none.

What Accelo allows, and what to know first

  • The Ticket Last Contact Date column shows the number of days since the client was contacted about the ticket.
  • You can only send Notes to colleagues, so a reply to a client is an Email activity.
  • An activity against a Ticket is billable by default, and a ticket in a locked state cannot be changed.
  • The API sends an activity when it is eligible to be sent, unless block_send is set to 1.

reply_to_ticket asks for your OK by default. To run it daily without you, switch confirmation off for that tool in your dashboard.

Sources: Accelo Help: Add an activity · Accelo Help: Ticket list · Accelo Help: Create Activity action · Accelo API reference: Create an Activity

Call reply_to_ticket from a script

curl

curl -X POST https://cotlet.dev/api/v1/accelo/tickets/1042/replies \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"body":"Hi Dana, thanks for the details. The export fails above 5,000 rows. Until we ship the fix, export in two batches by date. I will update this ticket when the fix is live."}'

Example response

{
  "activity_id": 5562,
  "ticket_id": 1042,
  "medium": "email",
  "to": "dana@example.com",
  "sent": true,
  "date": "2026-10-16T09:05:00Z"
}

MCP: add https://cotlet.dev/mcp/v1 with the same key; the call is accelo_write → reply_to_ticket. Example data.

Schedule it in n8n, Make, Zapier or cron

Accelo tools this automation uses

Cotlet Accelo tools used to reply to Accelo client tickets with AI
Tool Parameters
list_tickets standing, status, assignee_id, company_id, priority, submitted_after, last_interaction_before, limit, cursor
get_ticket ticket_id
reply_to_ticket ticket_id, body, cc
All 14 Accelo tools with descriptions

Frequently asked questions

Is it safe to connect Accelo to Cotlet?

Yes. You sign in to Accelo yourself, in your own Cloud Browser in the EU, and we never save your password. Your agents only get Accelo once you enable it, every background request is listed, and the browser profile is stored encrypted with AES-256-GCM, the cipher 1Password uses for its vaults. The AI model never sees a login, posts and messages wait for your OK, and Disable for agents cuts access in one click. Independent scanners grade cotlet.dev A+ on Qualys SSL Labs, securityheaders.com and Mozilla Observatory; live results are on https://cotlet.dev/security.

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