Agents can now perform actions on tickets by entering special action codes to the top of their emails. Here's an example assigning an agent, setting the awaiting agent status, setting the priority adding a note:
#agent john@example.com
#status agent
#priority urgent
#note
John can you take a look at this asap.
#status agent
#priority urgent
#note
John can you take a look at this asap.
Refer to our agent manual for a full list of email action codes you can use.