Overview:
The email parser commands feature enables technicians to perform actions on tickets through email using the commands listed below.
- cmd close - Close a ticket
- cmd close all - Close with related tickets
- cmd reopen - Reopens a closed ticket
- cmd confirm - Confirms a closed ticket
- cmd onhold - Places a ticket "On Hold"
- cmd pickup - Transfers the ticket to yourself as the technician. Allows a user to pick up a ticket from a support queue.
- cmd user xxx - This command changes the user of the ticket using the email address of the user. XXX = {email address | Last Name | Full Name | Me}
- cmd adduser xxx - Adds an alternate user to the ticket
- cmd addtech xxx - Adds an additional tech to the ticket
- cmd addalttech xxx - Adds an additional alternate tech to the ticket
- cmd transfer xxx - Transfers the ticket to a new technician
- cmd tech xxx - Same as "cmd transfer", changes the technician on the ticket
- cmd techonly - Send technician only visible response
- cmd subject xxx - It will change the subject of the ticket to XXX
- cmd class xxx - Changes the class of the ticket to XXX. [NOTE]: If the class has any white spaces the class will need to be in quotes i.e. cmd class "hardware failure". You can also assign to sub classes by adding a backslash i.e. cmd class class/sub class
- 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. [NOTE]: The time log must include a whole number. If you are wanting to add 15 mins to a ticket then it would need to be entered as cmd time 0.25.
- 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). [NOTE]: The parser does not accept multi word task types. If your task type is 'Remote Support' then the command would be cmd time 1.2 remote.
- cmd expense units [Expense Category] - Inputs expense units for a ticket in integer format. E.g. cmd expense 3 'Hardware > Cabling'
- cmd junk - Deletes the ticket and adds the user's email to the junk email list
- cmd delete | cmd del - Deletes existing ticket. Only System Administrators will be able to perform this command.
- cmd account | cmd acct - Assigns the ticket to the identified account. You can also assign tickets to an account location by adding the backslash after the account i.e. cmd account account name/location name.
- cmd location | cmd loc - Assigns the ticket to a location [NOTE]: If the location has any white spaces i.e. San Fransisco the location will need to be in quotes "San Francisco"
- cmd userfind | cmd finduser - Parser will find the original user in the forwarded email and assign them to the end user of the ticket
- cmd waiting - Parser will update the ticket to Waiting on Response status
- cmd level - Changes the level of the ticket
- cmd escalate - It will escalate the ticket to the next level
- cmd deescalate - It will deescalate the ticket to the previous level
- cmd end - Indicate end of commands
Example:
Close Ticket via Email
1. Add the command "cmd close" in the reply mail.
The Ticket status is successfully changed to Closed.
Forwarding Email Rules
1. When you forward an email to your public support address (e.g., support@acme.com), the system creates a ticket. By default:
- You become the user of the ticket.
- A technician is assigned based on routing rules.
- The subject line must include FWD: or FW: for this to work.
2. There are two ways to set someone else as the ticket's user:
- Use the command: cmd user xxx
- Use the command: cmd finduser
This instructs the system to search the forwarded email for the original sender's email address and set it as the ticket user.
3. Set yourself as the Technician (Bypass Routing Rules): To assign the ticket to yourself and skip routing rules, add this command on a separate line: cmd tech me
These commands help ensure the ticket is assigned correctly when forwarding emails into your support system.
