If you are responding to tickets via your personal e-mail client (gmail, Apple Mail, Outlook, etc) you may want to modify the properties of the ticket: assign it to a different agent, send in a note (by default any text is sent as a reply) , and mark the ticket as high priority. Desk makes changing the ticket properties a snap.

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



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 (Any text after the note (on the same line) or after the last command will be added to the note body. Notes are not sent to customers.)


Shorter Syntax

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

@brandon (will assign the ticket to a user 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, we will stop processing the e-mail, and send you a message letting you know what problems occurred and what you can do to fix them. You can respond directly to our e-mail and we will restart the processing.