Help Desk: Update Tickets Using Email Commands
Modified on: Wed, 31 Jan 2024 8:56 AMAgents 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. |