enter time spent via email command

Hello,

Sorry for not being able to update this thread earlier. Though a default option to update the time entry through email commands isn't available , we can workaround this using webhooks in Observer. 

The idea is to update a custom field with the time entry value ,which in turn, adds a time entry to the ticket via API. Let me know if you're interested in trying out this option.

Cheers!

Hello Andy,

Here's how you can update the time entry using the email commands . Since this is not a default option, I'm sorry that you will have to pass multiple values in the email commands but rest assured, this still looks easy to setup.

Step 1 : Create a custom text field to track the time entry and a custom checkbox field to trigger the webhook 

Step 2 : Create an observer rule based on the changes made on the custom checkbox field :

For example, considering the checkbox field name is "Timer" , here's how you can setup the condition in the rule :

Based on this condition, we can trigger a webhook to add a time entry to the ticket based on the value entered in the custom text field . 

You will have to structure the webhook according to your helpdesk setup. Please replace the following :

1. Replace yourvoice.freshdesk.com with your domain address - yourcompany.freshdesk.com

2. Input the API key / email - password combination

3. Replace the placeholder {{ticket.name}} with the relevant placeholder of the custom text field created in your account

Step 3 : Now, the email commands can be used to update the ticket and also add the time entry. You will have to pass two additional values to create a time entry.

1. Pass the value of the custom checkbox field ( timer ) - This is done to trigger the observer rule

2. Pass the actual time entry value in the custom text field ( name ) - This is done to capture the timer information and to create a time entry using the webhook/api

Cheers!