Within Teamwork Desk, agents can modify ticket properties using email commands when responding to tickets via their personal e-mail client (Gmail, Apple Mail, Outlook, etc).

Properties you can modify include:

  • Assign it to a different agent
  • Send in a note (by default any text is sent as a reply)
  • Mark the ticket as high priority.

All you need to do is start out your e-mail response with one or more supported command (one per line).

Available commands

#status closed - statuses include: new, closed, on-hold, spam, waiting
#assignee me@mycompany.com - can use #assignto as well. Any Desk agent e-mail will work here or an @mention
#follower @brandonh - Any Desk agent e-mail will work here or an @mention
#priority high - priorities include: none, high, medium, low
#note - All following text will be added as a note.  This email will not be sent to customers.

Note: If you have received an email notification in relation to a note being added, when you reply directly to this from your email client without using '#note' it will be added back to the ticket as a note and not as a reply to the customer. If you want to reply to the customer and not add a note you will need to log into your Teamwork Desk account and reply from there.

Shorter syntax

Quick command support is also available for priorities, statuses, and assignments. The syntax is as follows:

@brandon - will assign the ticket to an agent with the first name of Brandon. You can use the full name (include spaces) or e-mail address to reduce ambiguity
#high - will set the priority to high. Statuses include: #high, #medium, and #low
#closed - will set the status to closed. Statuses include: new, closed, on-hold, spam, waiting

If we are unable to parse your commands, the e-mail will stop processing, and you will receive a message letting you know what problems occurred and what you can do to fix them. You can respond directly to the e-mail and and the processing will be restarted. 

Note: Email commands are only supported for agents of the associated Teamwork Desk account. Commands used by a customer will not be processed.

For more information, see: Using Variables