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ML Work Orders/Helpdesk Ideas Portal

Support tags in emails to automatically perform/map actions

Similar to how Zendesk supports auto assignment tags, support within ML Work Orders emails.

Some examples we'd like to see:

  1. #Assign [username] (ie., #assign edavidson)

    1. Replying (with permissions) to an email with this would assign the ticket to the user with this username

  2. #RequestType [listrequesttype] (ie., #requesttype technology)

    1. Replying (with permissions) to an email with this would change the request type to technology

  3. #close #onhold #complete #inprogress #cancel

    1. Replying (with permissions) to an email with these tags would change the status

  4. #Priority [listpriorityname or id#] (ie., #priority high or #priority low)

    1. Would change the priority to low (or medium/high/urgent)

  5. #Problemtype [listproblemtypename or id#] (ie., #problemtype email or #problemtype 6)

    1. Would assign the problem type

  6. #Building [listbuildingname or id#] (ie., #building bowen or #building 3)

    1. Would assign the building

  7. #Space [listspacename or id#] (ie., #space A100 or #space 4)

    1. Would assign the space (and change the building if necessary)

  8. #internalnote

    1. Would allow the reply to be posted as an internal note

These all should be able to be put in any combination in an email:


For example:

Hi Eric,

This ticket is actually going to get fixed first by #RequestType maintenance. I'll mark it as #priority high so they get to it quickly.

Mike

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    • Admin
      Salvatore Topino
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      Aug 2, 2024

      Hi @Guest - thank you for the idea submission and all of the specific examples, it is really helpful and appreciated. At face value, this is a super cool idea! I'll have my internal team review this one and get back with any questions we have!