The Email Support extension for KB Support allows agents to enter certain commands into email content which, when detected, initiate specific actions for the ticket.
When KBS identifies an email command, validation occurs to ensure that the sender of the email has the appropriate permissions to carry out the requested command. If they do not have the required permissions to carry out the command on the ticket, the email will not be processed and will be placed into the Unassigned Emails folder.
Importantly, when an email command string is identified and processed, no further content within the email will be processed. As a result, no reply will be added to a ticket. It is also not possible to process multiple commands within a single email.
The following strings initiate the described actions;
|@@assign||Assign the ticket to the specified agent. The agent can be defined either by their email address, or their WordPress user ID||@@assign 15
|@@add_agent||Adds the specified agent to the ticket as an additional agent. The agent is defined either by their email address, or their WordPress user ID||@@add_agent 24
|@@close||Closes the specified ticket||@@close|
|@@me||Assigns the specified ticket to yourself. You are identified by the from address of the email||@@me|
|@@note||Adds a note to the specified ticket. KBS will read all text after the email command until the next line break.||@@note This is a note|
|@@notify||Sends an email notification to the specified agent regarding the ticket. The agent is defined either by their email address, or their WordPress user ID and the text within the email can also be defined||@@notify 45 Check out this ticket
@@notify email@example.com Please review
|@@remove_agent||Removes the specified agent from the additional agents assigned to the ticket. The agent is defined either by their email address, or their WordPress user ID||@@remove_agent 24
|@@status||Transitions the specified ticket into the given status||@@status hold|
|@@trash||Sends the ticket to the trash. If trashing is disabled, the ticket will be permanently deleted. The sender of the email must be a KBS admin||@@trash|
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