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Email commands are pretty cryptic

Related products:Freshdesk
  • June 10, 2015
  • 4 replies
  • 32 views
B
Contributor

The use of email commands to perform actions on tickets is a great feature to have, but the way it's implemented in Freshdesk is really awkward.


Having to enter the commands between two sets of delimiters, and having to remember the JSON-like syntax for the individual commands means most agents can't remember and use them reliably.

Being able to configure your own delimiter is nice, but


I would like to see the addition of some short one-line tokens that could be entered on a single line to do quick common actions without having to use the full syntax.


So for example, instead of having to type all this:

@simonsays "status:resolved", "agent":"John Smith", "priority":"urgent" @simonsays


I could enter something like this:



&&resolved

&&assign John Smith

&&urgent





4 replies

J
Apprentice
  • jleonardi
  • Apprentice
  • February 2, 2016
Personally, I think the biggest issue with the delimiter right now is all of the quotes and something of this nature (though done a bit differently) would be great. I say this because it took a while for us to figure out that the reason why FreshDesk wasn't accepting our delimiters from our agent emails in Microsoft Outlook was because the font of the quotes is different in FreshDesk and cannot be changed. Apparently font matters.

 

B
Contributor
  • bmercer
  • Author
  • Contributor
  • February 2, 2016
@Joe it's probably not the actual font itself, but the fact that Outlook is trying to "help" you by converting standard quotes to the fancier kind, which they call "smart quotes." You can disable that feature in Outlook's autocorrect settings. I keep it disabled because aside from Freshdesk, smart quotes can also cause problems with CSV data, and can look strange on other platforms.


J
Apprentice
  • jleonardi
  • Apprentice
  • February 2, 2016
Wow thanks a lot Bill! I don't suppose you might happen to know an answer to a possible similar issue that just cropped up a few days ago as an Outlook with Freshdesk user. It just started up that when we reply to tickets that have the delimiter in them, the footer of our company emails that appear when we naturally click reply have stopped the delimiter from accepting data. I describe it more in a topic I made on the Report Problems forums yesterday. Curious if you've seen anything similar before. https://support.freshdesk.com/support/discussions/topics/311690
aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Hello,


Thanks for the suggestion! We'll look at the possibility of making the email commands' syntax easy to use. For Outlook users, we've built an integration that lets you to add notes/change status or agent right from within your inbox. 



You can read more about this app here.


Cheers!

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