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Email Parser Commands

cmd close

- used to close a ticket

cmd reopen

- reopens a closed ticket

cmd confirm

- comfirms a closed ticket

cmd onhold

- places a ticket "on hold"

cmd pickup

- transfers the ticket to yourself as the technician. Also used to pickup a ticket from a support queue.

cmd user xxx

XXX = {emailAddress | LastName | Full Name | Me}

- this command changes the user of the ticket using the email address of the user. You can also use the user's last name if there is only one user with that last name, else you should supply the full name.

cmd adduser xxx

XXX = {emailAddress | LastName | Full Name}

- Adds an alternate user to the ticket

cmd transfer xxx

XXX = {emailAddress | LastName | Full Name}

- transfers the ticket to a new Technician

cmd tech xxx

XXX = {emailAddress | LastName | Full Name}

- Same as "cmd transfer", changes the technician on the ticket.

cmd addtech xxx

XXX = {emailAddress | LastName | Full Name}

- adds an additional / alternate tech to a ticket

cmd subject xxx

- will change the subject of the ticket to XXX

cmd class xxx

- changes the class of the ticket to XXX

cmd priority 2

- changes the priority of the ticket to "2"

cmd time 1.2

- adds a time log of 1.2 hours to the ticket.

cmd time 1.2 [Task Type]

- adds a time log of 1.2 hours to the ticket for a particular task type.  (ex. cmd time 1.2 Design)

cmd junk

- deletes created ticket and adds users email to the junk email list

cmd delete | cmd del

- deletes existing ticket

cmd account | cmd acct 

- assigns ticket to the identified account

cmd user find | cmd find user

- parser will find the original user in the the forwarded email and assign them as the end user

cmd waiting

- parser will update the ticket to Waiting on Response status.


Forwarding E-mail Rules

XXX = emailAddress, LastName, Full Name, or "Me"

Default Action: If you forward an email to your public support email address (support@acme.com), you will become the user of the ticket and the technician will be selected via routing rules. For this behavior to work the email subject must have FWD: or FW: (one of the default subject prefixes in most email systems)

Setting Another User on the Ticket: there are two ways to set the user on the ticket. a.) use the command "cmd user xxx" or b.) the parser can search into the body of the ticket and find the user's email address. Generally when you forward the email the previous user's email is right below your message you write, embeded into the body of the forwarded email. We can find that email address and make that person the user of the ticket, using the command "cmd user find", to tell our parser to search into the ticket for that user's email.

Setting Yourself as the Tech and NOT Routing: when forwarding, also add the comman "cmd tech me" on a separate line to also tell the parser you should be the Tech on the ticket and NOT to using Routing Rules to find the tech.

To have the email parser search into the email body and attempt to assign the original user that sent you the email, use the following commands.  In this case, you will be the technician of the ticket and the person that sent you the original email will become the user. This makes it effectively if they had sent the email directly to the external support address directly.    This mode helps train users to use the system versus continuing to email people directly.

cmd user find (or "cmd userfind", or "cmd find email parser") 

-instructs the parser to search into the email and extract the user of the ticket from the first email address found in the body of the message.


Example in Outlook

 I found this article helpful. (7)

 

  1. Mike
    19 August, 2015

    How about a cmd to assign a ticket to a project?
    Could that automatically assign the client too?

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