Email Commands in Freshservice lets you perform activities on a ticket directly from your email inbox, without having to login to your service desk. You can do this by simply adding a one line email command syntax when you are responding to the ticket. For example, you could perform activities such as changing the ticket status, assigning it to a different agent or add a note a ticket when you are replying to the ticket from your email.


Please note that this will work only if you have been added as an agent in your Freshservice account. The Email Command text will be stripped by Freshservice and will not be seen by the requestor, while the rest of the text will become a part of the conversation.


Here’s a sample that will explain email commands:


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, Freshservice 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 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:

  • Go to the Admin tab in your Freshservice account
  • 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.



Using Email Commands with Custom Ticket Fields:


Email commands also work with any custom fields that you have added to your ticket form. For example:


@Simonsays "Phone Number": "123-456-7890" @Simonsays


Similarly you could use commands to manipulate your helpdesk tickets right from your mailbox. Here are more sample email commands for reference.


status:closed - Close ticket status

priority:high - Assign ticket as high priority

source:email - Notify source as email

group:sales - Assign to Sales group

product:[name] - Assign under Product [name]

agent name:[support] - Assign to [agent name or email ID]

action: note - Add a private note to the ticket