Change status of a ticket via email

[Guest Paul Alexander]

Is there a way of updating the status of a ticket depending on the content of an email?

I know that we can now update the sub status of a ticket when a call is updated by email, but (as in the case of tickets which are resolved and awaiting confirmation from a user that everything is ok) is there a way of 'reading' a received email and looking for (for instance) the word 'satisfied' in the subject line and, if found, update the status of the ticket to Closed?

At the moment we have to manually update any calls from the mailbox but if we could send the end user an email asking them to indicate if they're happy to close the ticket, and then have this happen automatically it would cut down on a lot of email interaction with the Support Team.

 

 

[AbdiH]

Paul.

Have you thought about including a link in your resolution email back to the specific request on the Service Portal with instructions to the end user to update the request there?

Abdi

[Guest Paul Alexander]

Hi @AbdiH

Yes, we do that already. However quite  a few of our users are mobile and it would be a lot simpler for them to use an email update rather than having to connect to the Portal.

 

thanks