Help Desk: Update Tickets Using Email Commands

Modified on: Wed, 31 Jan 2024 8:56 AM

Agents are able to update the status of tickets by utilizing the "Simon Says" Commands. Utilizing the commands you can update the assigned agent, group, status, and priority of a ticket all through email. 


When updating a ticket with "Simon Says," place the ticket updates between a starting @Simonsays and a closing @Simonsays. The properties, (status, group, priority, agent, etc) will be place between quotes and followed by : and the update for the specific property, also placed between quotes. 



The below example sets a status of pending, a priority of medium, and the agent to John Robert. 



Hi,


@Simonsays "status":"pending", "priority":"medium", "agent":"John Robert" @Simonsays


Your issue is resolved now.


Thanks,

Agent Name.



Was this answer helpful?