Introduction:

As an agent, Fresh Desk has the ability to manage your tickets just using your e-mail, no need to login via the Portal.


This is performed by replying to a notification email from your mailbox, including commands to instruct Freshdesk to perform actions on a ticket.

The Email Command will be stripped by Freshdesk and will not be seen by the requester, while the rest of the text will become a part of the conversation.

The command must be placed within the preset delimiter text "@Simonsays ......... @Simonsays


Example;

@Simonsays "agent": "John Smith", "priority": "low", "action": "note" @Simonsays

Agent is 'John Smith', Priority is 'Low' and Note is 'Private'.


More Commands;


Command What does it do What else can it do
"status": "closed" Set status as 'closed' Includes 'open', 'pending', 'resolved', 'waiting on client' and 'waiting third party'
"priority": "high" Set priority as 'high' Includes 'urgent', 'medium', 'low'
"agent": "John Smith" Assign ticket to 'John Smith' Assign to any agent in the helpdesk
"group": "development" Assign ticket to 'development' group Includes 'help desk', 'qa', 'hardware', 'sales'
"type": "problem" Update ticket type as 'problem' Include 'question', 'incident', 'problem' and 'feature request'
"action": "note" Add a private note Ensures customer does not see the comment, default is public
 "source": "client@domain" Set the requester as 'client@domain'
  When client is not the originator of the email for the ticket

Comments;

Each command has a space after the colon.
Separate each command with a comma and a space.
As an agent you must have the appropriate rights and use your agent email address as the sender.

Simonsays ticket commands

Create a ticket:

Send an e-mail to support@jigsawtechnology.freshdesk.com and include;

  • Subject - the ticket and email subject
  • Body - the details for the ticket, including screen-shots and attachments if required

Note: the sender of the email becomes the requester or client unless @Simonsays include "source": "client@domain"


Update a Ticket:

Reply to the email and ensure the subject is NOT changed, include;

  • Body - the comment for the client, including screenshots and attachments if required
  • @Simonsays "....." @Simonsays - in the body include "status": "pending", "action": "note" if private


Resolve or Close a Ticket:

Reply to the email and ensure the subject is NOT changed, include;

  • Body - the comment for the detailing the resolution or outcome
  • @Simonsays "....." @Simonsays - in the body include "status": "resolved" or "status": "closed"

Example: