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Email ticketing

When a new email message arrives to Inbound email address, the email-to-ticket utility converts the message by parsing the data into the ticket data as follows:

Email message data Converts to Ticket data
Date/time Date/time
Subject Subject
Sender address Customer email
Sender name Customer name
Body Message / description
Priority Priority (if set by the corresponding submission form)
Attachment(s) Attachment(s)

Similarly, when an email message is a reply to an existing ticket, the email and its data are appended to the ticket Actions log as follows:

Email message data Converts to Ticket Actions log
Sender name and address Customer/Agent
Date/time Date/time
Body Ticket reply
Attachment(s) Attachment(s)

Tip

If the system gets an email from a registered customer or agent, the sender will be automatically recognized.

Email commands

Agents can use the email commands to extend the email-to-ticket utility and append a certain set of command to ticket using their email client software, without the need to log in to Agent portal. The following email commands and corresponding ticket actions are available:

You type email commands as a reply to an email notification you received when a ticket action is performed, if the corresponding email notification is defined in the Workflow rules. The commands must be placed above the received email body, one beneath the other.

Assign

To assign a ticket to a named agent, type the assign command into the email reply area in the following format: !assign=agent_email_address, e.g.:

!assign=johnd@example.com

> On Sat, October 26, 2024 1:54 pm, Support Portal <acme+id144709@sympoq.com> wrote: 
>
>

Along with the assign command, you can optionally set the ticket deadline in the following format: !deadline=date, e.g.:

!assign=johnd@example.com
!deadline=18-Nov-22

> On Sat, October 26, 2024 1:54 pm, Support Portal <acme+id144709@sympoq.com> wrote: 
>
>

Note

  • The date format must match the one you set in the General settings section.
  • To assign a ticket, you must have the appropriate permission (Queue Manager) for the ticket's Queue.

Internal note

To append an internal note to the ticket Actions log visible to your internal team only, type the Internal note command into the email reply area in the following format: !note="internal_note_free_text_form", e.g.:

!note="Take this ticket with high priority and let me know when it's resolved"

> On Sat, October 26, 2024 1:54 pm, Support Portal <acme+id144709@sympoq.com> wrote: 
>
>

Warning

Make sure you type in the Internal note in the proper format. Otherwise the reply will be sent as a regular reply to the customer.

Close ticket

To close an existing ticket, type the Close command into the email reply area in the following format: !close, e.g.:

!close

> On Sat, October 26, 2024 1:54 pm, Support Portal <acme+id144709@sympoq.com> wrote: 
>
>