Email Commands in Freshdesk offer a way to perform activities on a ticket from your inbox, by simply adding a one line command while responding to it. The activity can be anything like changing the status of a ticket, assigning it to an agent or adding a note to it.

When replying to notification emails from your mailbox, you can include such commands to instruct Freshdesk to perform certain actions on a ticket. The Email Command text will be stripped by Freshdesk and will not be seen by the requestor, while the rest of the text will become a part of the conversation


What you send:


Hi John,

@Simonsays "status":"pending", "priority":"medium" , "agent":"John Robert" @Simonsays

Thank you for getting in touch with us. We have escalated your issue and we will fix things up right away.

Thanks,

Agent James


What the customer gets to see:


Hi John,

Thank you for getting in touch with us. We have escalated your issue and we will fix things up right away.

Thanks,

Agent James


Meanwhile, Freshdesk identifies your email command and as instructed, changes the status of the ticket to pending, marks it as medium priority and assigns it to John Robert. The rest of your email content will be added as a conversation to Freshdesk and also sent to the Requestor via email.

All email commands should be in the syntax mentioned above. In the above example, @simonsays is the delimiter text within which the actual command text needs is inserted. This can be changed to anything you want.


Quick Guide to configuring the delimiter text:

  • Login to your Freshdesk account.
  • Go to the Admin tab.
  • Under Helpdesk Productivity, click on Email Commands.
  • Under Email Commands Delimiter, specify your preferred text.
  • Click the Save button.
  • Once you have made the changes, make sure you remember to use the updated delimiter while replying to an email.


Command

What does it do

What else can it do

"status":"closed"

Set status as closed

Can also set as open, pending or any custom status

"priority":"high"

Set priority as high

Can also set as urgent, medium, low

"agent": "John Robert"

Assign ticket to John Robert

Can assign to any agent in the helpdesk

"group": "support"

Assign ticket to support group

Can assign ticket to any group in the helpdesk

"source": "email"

Update source of the ticket as email

Can update it to portal, phone, forum, twitter, facebook, chat, mobihelp and feedback widget

"type": "question"

Update ticket type as question

Can update it to other ticket types like incident, problem or any custom ticket type.

"product": "product1"

Update product to product1

Can update to other products in your helpdesk

"action": "note"

Add a private note