Close a ticket via email commands

  • 12 August 2019
  • 2 replies
  • 103 views

Good day all, we are using the Sprout Plan.


Is it possible to change the status of a ticket to resolved or closed via an email?

e.g. something like #close or status=closed within the email?


Regards


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2 replies

The only way to trigger automation based on a keyword in the email is via a dispatch rule.

The dispatch rule would look something like this:

image


The issue with this solution is it will only search the original email for the word "#close" and no other proceeding emails.

If you wanted the status to be set to close via any email being posted to the ticket, you'd have use development tools.




If you have any other questions, feel free to reach out: Mason.Geloso@gmail.com


thanks