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Is it possible to change the status of a ticket via an email reply?

Chase Livingston
asked this on June 11, 2010 10:40

I would love to be able to change a ticket from open to solved via an email reply. Is that possible?

 

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Toan
searsms

There a few possibilities with triggers.  One of them is to apply the condition 'Ticket update via is Email' and the action to perform is 'Status Solved'.  I think the only problem with that is that any email reply from anybody will set the ticket as solved, but I'm sure you can set more restrictions to limit that  e.g. you can get fancy by adding in Tags conditions that must match certain key words.

June 11, 2010 10:59
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Chase Livingston

Ok, not exactly what I was hoping for, but thanks for the reply!

June 11, 2010 11:00
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Toan
searsms

What kind of examples or scenarios were you thinking of?  When an agent or end user replies by email?

June 11, 2010 11:07
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Chase Livingston

When an agent replies via email. I would love to be able to not only reply with a comment, but add something to the subject line, or in the body of the message that would change the status of it without having to login and do it manually.

June 11, 2010 11:08
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Toan
searsms

Okay.  By triggering a keyword in the subject like "Solved!", it sets the ticket as Solved.  That's a good idea, but there's nothing available as of yet that uses the ticket subject as a condition.  However, you can take advantage of the comment text... :-).  I haven't tested this, but my logic looks correct (see attached pic).

The more unique the comment text is, the more likely you won't encounter cases where the ticket is Solved accidentally.  The drawback to that is that agents would have to remember to enter the text string as is all the time.

June 11, 2010 11:19
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Forest
Zendesk for iPad Beta

Hi Chase,

Zendesk has a mail API that you can do exactly that http://www.zendesk.com/api/usage check it out. But to answer your question just use {{status:solved}} in the subject line. Please let me know if that helps or if you have any questions.

Cheers,

Forest

June 11, 2010 11:22
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Chase Livingston

Sweet, that's exactly what I was looking for. Thanks a lot!

June 11, 2010 11:24
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Toan
searsms

Hi Forest, is that an undocumented placeholder?  I don't see it listed in the triggers section.

June 11, 2010 11:27
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Forest
Zendesk for iPad Beta

Hi Toan,

That place holder isn't specifically documented in the Mail API but if you read through it you will see that all of the properties that can be changed are listed along with information about which values are valid in the command. The command has to be in the subject line of the response and the sender of the mail must be an agent. I'm not sure what you mean about the trigger section but I hope that I have answered your question.

Cheers,

Forest

June 11, 2010 11:40
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Forest
Zendesk for iPad Beta

@Chase: Glad I could help. 

June 11, 2010 11:42
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Toan
searsms

Thanks!  I see these are special placeholders in that they have the colon in between and must be entered in the subject line, unlike the others.  By trigger section, I mean it's not listed amongst the others when the email user action is selected:

June 11, 2010 11:50
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Forest
Zendesk for iPad Beta

I think that if you want to get fancy and just include the word "solved" or "solve" in the body of your email you could add a trigger to change the status. The first thing you would need to do is create a target that ports back to your help desk, in the subject line that is emailed to the target include the place holder for ticket id and the command to solve the ticket (see attached picture called target). After you have the target set up you would need to create a trigger that when a ticket update is received from email by and agent and contains the words "solved" or solve in the comment it will fire  and send an email to the target that you set up, which will in turn send an email to your help desk that will update the ticket (see attached picture called trigger). Just a theory but I think it might work...haven't tested it but it might be worth a try. 

June 11, 2010 12:13
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Mikkel Svane
Zendesk
Check Answer

Chase, there's an email API for exactly that purpose: http://www.zendesk.com/api/usage

June 11, 2010 13:00
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Chase Livingston

Thanks Mikkel! Keep up the great work!

June 11, 2010 14:53
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Alan Pinstein
tourbuzz

This link is now broken:

http://www.zendesk.com/api/usage

What's the correct link?

January 18, 2011 10:06
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Alan Pinstein
tourbuzz
Check Answer
January 18, 2011 10:08
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Scott Chester
trango

It would be great if these functions could be called in the email body with something like #solved or #private. {{etc}} is really hard to type on a mobile phone while you're on the go. I understand there are mobile apps, but sometimes responding to the email is the faster method when you only have a few seconds between planes.

September 16, 2011 08:37