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.
Available Commands
Status:
Pending
Priority: Medium
Agent:
John Robert
Group:
Sales
Source: Email
Type:
Question
Product:
Freshdesk
Action: Note
Escalated:
[Custom Field Value]
For
more information, Please visit Freshdesk article about the same subject here.
Moustafa A. Kholosy
Sent by Faisal Kidwai on Nov 10, 2015:
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.
Available Commands
Status: Pending
Priority: Medium
Agent: John Robert
Group: Sales
Source: Email
Type: Question
Product: Freshdesk
Action: Note
Escalated: [Custom Field Value]
For more information, Please visit Freshdesk article about the same subject here.