Code

Description

Example

#status option

Sets the ticket status.

Available options:

agentuserresolvedpending

#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