Help Desk: Update Tickets Using Email Commands

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.