SupportPal Documentation

Email Commands

Email commands provide operators with a way to modify ticket information when replying to tickets via email.

Contents

Mark as Note

Add the current message as a ticket note. The user will not be notified and will not be able to see the message.

Example Usage:

    {% note %}

    This is my note. The user will not see this.

    -#-#- Please reply above this line -#-#-

    ...

Separate Note

Add a ticket note while also replying to the user.

Example Usage:

    {% note This is my note. The user will not be able to see this. %}

    This is my reply to the user.

    -#-#- Please reply above this line -#-#-

    ...

Set Ticket Department

Set or change the ticket department by specifying the department name (or translated name). The name must be specified exactly as it is written within SupportPal in order to match correctly.

When replying to an existing ticket, the Ticket Department Changed email will also be sent to operators.

Example Usage:

    {% department Sales %}

    This is my message.

    -#-#- Please reply above this line -#-#-

    ...

Set Ticket Status

Set or change the ticket status by specifying the status name (or translated name). The name must be specified exactly as it is written within SupportPal in order to match correctly.

Example Usage:

    {% status In-Progress %}

    This is my message.

    -#-#- Please reply above this line -#-#-

    ...

Set Ticket Priority

Set or change the ticket priority by specifying the priority name (or translated name). The name must be specified exactly as it is written within SupportPal in order to match correctly.

Example Usage:

    {% priority High %}

    This is my message.

    -#-#- Please reply above this line -#-#-

    ...

Set Ticket Subject

Set of change the ticket subject.

Example Usage:

    {% subject New subject needed %}

    This is my message.

    -#-#- Please reply above this line -#-#-

    ...

Assign Operator(s)

Assign one or more operator(s) to the ticket using a comma delimited list. It is possible to partially search for operators on the following fields: first name, last name and email address and the first matching operator will be used. For example, "Joe" would match an operator called "Joe Bloggs" or "joe@blogs.com" would also match "Joe Bloggs".

Shorthand notation is also available if you would only like to assign yourself to the ticket: {% me %}

Example Usage:

    {% me %}
    {% assign John, sally@company.com %}

    This is my message.

    -#-#- Please reply above this line -#-#-

    ...

Set Ticket Tag

Add one or more ticket tags to the ticket using a comma delimited list of tag names (or translated names). The name must be specified exactly as it is written within SupportPal in order to match correctly.

If the tag cannot be found, one will be created for you.

Example Usage:

    {% tag Feedback, New Development %}

    This is my message.

    -#-#- Please reply above this line -#-#-

    ...

Forwarding a Customer Email

Occasionally customers email staff directly, in this instance it's possible to forward the email onto the help desk and a ticket will be created on behalf of the customer. If the user doesn't exist in SupportPal, an account will be created for them.

  1. Select the email in your inbox and click Forward.
  2. Enter the following instruction at the top of the email body:
                {% from joe@blogs.com %}
            
  3. Clean up the email. For example, remove the Forwarded Message header in the body. We will attempt to remove the FWD: prefix from the email subject, but you can also remove this manually.
  4. To create a new ticket on behalf of the customer, enter your support address in the To field and click Send.

    To forward the reply to an existing ticket, either:
    • Add the ticket number to the email Subject. For example: [#12345] FWD: Sales enquiry - note the ticket number must be wrapped in square or curly brackets!
    • If you're using Email Sub-Addressing, enter the ticket's support address in the To field and click Send.