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How can I reply to user tickets by email? - Using Deskpro - Deskpro Support

How can I reply to user tickets by email?

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As an agent, you don't have to answer user tickets using the agent interface.

You can just reply to the email notification generated by Deskpro, and the message will be sent to the user and added to the ticket's history.

You must enter your reply above the 

=== REPLY ABOVE ===

line in the notification.

If you cc: in another address, it will be added as a ticket CC.

You can insert these special codes to carry out actions within Deskpro like changing the ticket's status. Type the code at the very top of your reply. Deskpro strips out the codes so they are not seen by the user.

 

Code

Description

Example

#status option

Sets the ticket status.

Available options:

  • agent
  • user
  • resolved
  • pending

#status resolved

#awaiting-agent

Shortcut for #status agent

#awaiting-agent

#awaiting-user

Shortcut for #status user

#awaiting-user

#resolved

Shortcut for #status resolved

#resolved

#hold

Shortcut for #status pending

#hold

#unhold

Removes pending status on a ticket and sets status to awaiting agent.

#unhold

#note or
#is-note

Sets the current reply to be an agent note rather than a ticket reply.

#is-note

#assign option or
#agent option

Assigns the ticket to the agent specified.

Option can be:

  • Agent email address.
  • Full agent name (e.g., "john doe").

#assign
john@example.com

#assign john doe

#team option or
#assign-team option

Assigns the ticket to the team specified

#team support

#user option

Used only if an agent is sending a new ticket to the helpdesk, this sets the ticket user by email address.

#user
user@example.com

#label option or
#labels option

Adds labels to the ticket. Provide labels as a comma-separated list.

#label bug, important

#dep option or
#department option

Sets the department.

#dep support

#cat option or
#category option

Sets the ticket category.

#cat consumer

#prod option or
#product option

Sets the product.

#prod gyrocopter

#pri option or
#priority option

Sets the priority.

#pri urgent

#field value

Sets any custom field.
#field is the name of the custom field with spaces removed or turned into dashes, and value is the value to set.

#license-id 12345 #discount yes

#noreply

Prevents a message from being added to the ticket.

Use this when you want to use other action codes but don't want to add an actual reply to the ticket.

#noreply

 

See the agent manual section on Replying to tickets by email for more details.

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