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

How can I reply to user tickets by email?

Last updated: 13.9.2023 by Russell Chappell

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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