Cayzu Help Desk Support



Can I use email commands or parameters to set specific ticket criteria?

Updated: 09/11/2019
Article #: 203


Yes, Cayzu allows you to pass parameters or commands to your help desk email address to set specific ticket attributes such as a ticket's priority, who it's assigned to and the status of the ticket. 

 

When the agent receives an email notification that a new ticket has been submitted or a new reply has been added to a customers existing ticket. He/She can simply click reply to that email notification and pass any of the following email commands to set the ticket attributes:

 

At the top of the email body:

 

#priority{priority} 

#agent_email{agent_email} 
#status{status} 

 

Example: 

where {priority} is the priority of the ticket. Example: #priority{high} 
where {agent_email} is the agent's email address. Example: #agent_email{sturtle@shell.com} 
where {status} is the status of the ticket. Example: #status{resolved}  


 

Want more information on Cayzu Help Desk, visit: www.cayzu.com 

 

 







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