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Controlling Tickets by Email

When a ticket changes, the technicians watching it get a notification email. You can act on the ticket right from that email, without opening the admin area, in two ways: a one-click close link, and short commands you type at the top of a reply.

Every technician notification includes a Close this ticket link. Clicking it opens a short confirmation page, and choosing Close ticket there marks the ticket resolved. The confirmation step is deliberate, so a link preview or mail scanner can never close a ticket on its own.

Reply commands​

Reply to the notification and put one or more commands at the very top of your message, each on its own line, in this form:

{% command value %}

Everything below the commands becomes your reply as usual. The command lines themselves are removed from the saved message, so they never show up in the conversation. Commands run in the order you write them, and a value that does not match something real (an unknown status, a misspelled department) is simply ignored rather than changing anything.

Available commands​

  • {% status Open %} - set the ticket status to any status your help desk uses. {% status Closed %} closes it.
  • {% close %} - a shortcut for closing. You can also close by putting #close on a line by itself anywhere in your reply; the rest of the reply still posts as normal.
  • {% assign someone@yourdistrict.org %} - assign the ticket to that operator. {% assign me %} assigns it to you.
  • {% priority High %} - set the priority to Low, Medium, or High.
  • {% department Hardware %} - move the ticket to another team. Use the team's name as it appears in your help desk.
  • {% subject New subject %} - change the ticket subject.
  • {% note %} - file your reply as an internal, staff-only note instead of a customer-visible reply. {% note Some text %} adds a separate internal note and still posts your reply.

Example​

{% status Closed %}
{% assign me %}
{% priority High %}

Replaced the charger and confirmed it powers on. Closing this out.

This assigns the ticket to you, sets it to High priority, posts your message as the reply, and closes the ticket, all from one email.

Turning it on or off​

This is controlled from Settings > Help Desk with the Email Commands & One-Click Close toggle. It is on by default. Turn it off if you would rather technicians work tickets only from the admin area.

The Email Commands & One-Click Close setting on the Help Desk settings page, enabled, with help text listing the available commands

Notes​

  • Commands and the close link are for your technicians replying from the notification email. A requester's reply is always posted as a normal reply.
  • Everything you do by email is recorded on the ticket, the same as if you had done it in the admin area, so a ticket closed or reassigned by email can be reopened or changed the usual way.

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