Understanding and using email commands

Email commands are like little robots that are readily available to work for you. You can simply instruct them to trigger certain actions on tickets when sending or replying to emails from your inbox.

All email commands will be stripped from the message and only your message reply will be inserted and become a part of the ticket conversation. You can use multiple email commands within a single email.

There are currently Seven (7) email commands that can be used:

• Assign command - This command can be used to assign tickets to yourself or to other agents. 

  @assign [me] or @Assign [John Doe] or @assign [johndoe@email.com]

• Priority command - This command can be used to change a ticket priority. 

  @Priority [Medium]

• Source command - This command can be used to change a ticket source. 

  @Source [Email]

• Group command - This command can be used to escalate a ticket to a different group. Keeping your agents organized in groups. 

  @Group [Helpdesk Team]

• Status command - This command can be used to change a ticket status. Customizing your ticket statuses. 

  @Status [Open]

• Type command - This command can be used to change a ticket type. Customizing your ticket types.

  @Type [Problem]

• Custom fields command - This command can be used to update ticket custom fields 

  @custom_fields ["field_name":"value"]

  To update multiple custom fields data, separate each by a comma ",".
  For example @custom_fields ["field_name":"value", "field_name2":"value"]