When replying to notification emails from your mailbox, you can
include "Email Commands" to instruct Freshdesk to perform certain
actions on a ticket. The Email Command text will be stripped by Freshdesk and
will not be seen by the requestor, while the rest of the text will become a
part of the conversation.
Email commands must follow the correct syntax and must be placed
within the pre-configured delimiter text. For example the command -
"@simonsays agent : John Roberts Status:Resolved @simonsays" will
assign the ticket to the agent John Roberts and mark the Ticket as Resolved.
The rest of your email content will be added as a conversation to
Freshdesk and also sent to the Requestor via email.
[Custom Field Value]
more information, Please visit Freshdesk article about the same subject here.