Email Commands in Freshservice offer a way to perform activities on a ticket right from your
inbox, by simply adding a one line command while responding to a mail. The activity can be
anything like changing the status of a ticket, assigning it to an agent or adding a note to it.
Email commands can be set by Admin from Settings > Email Commands.
The Email Command text will not be seen by the requestor.
Let’s look at it with an example.
What you send:
Hi John,
@Simonsays "status":"pending", "priority":"medium" , "agent":"Robert" @Simonsays
Thank you for getting in touch with us. We have escalated your issue and we will fix things up
right away.
Thanks,
James
What the customer sees:
Hi John,
Thank you for getting in touch with us. We have escalated your issue and we will fix things up right away.
Thanks,
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 Robert. The rest of your
email content will be added as a conversation to the ticket and also sent to the requestor via
Email.
All email commands should be in the syntax mentioned above. @Simonsays is the default
delimiter text within which the actual command text needs is inserted. This can be changed by
the admin.
Here is the list of email commands (along with examples of possible values):
Status: Pending [changes the status of the ticket to Pending]
Priority: Medium [changes the priority of the ticket to Medium]
Agent: Robert [assigns the ticket to Robert]
Group: Sales [assigns the ticket to the Sales group]
Source: Email [changes the source of the ticket to Email]
Type: Incident [changes the type of the ticket to Incident]
Associate_asset: "{Name=>Andrea's Laptop}"
[associates the specified CI to the ticket]
Action: Note [adds a private note to the ticket]
