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Email Help Desk: Hashtag Language

Many of our customers have asked for email capabilities for Help Desk. Here is our hashtag language broken down by needs.

The following hashtag language is only available to be used by admin users who have been given the necessary permissions inside out our Asset Management and Help Desk system. If a user has “view assigned items only” permission, these will not be valid.

When entering the following tags, make sure that there are no spaces between the tag and the following value. See examples after each tag.

  1. 1.
    Use #user: followed by the email of the owner the help desk ticket is being assigned. #user: cannot be used in comments of help desk tickets. *This is only valid for the creation of new tickets.
  1. 2.
    Use #admin: followed by the email of the admin user being assigned to the help desk ticket. *This can also be used when commenting on help desk tickets.
  1. 3.
    Use #status: followed by either the full or partial name of the status that you would like to have the help desk ticket set. *This does need to be a status that has already been created inside of your workspace. **This is also able to be used when commenting on help desk tickets.
Ex: #status:closed or #status:progress
  1. 4.
    Use #type: followed by the type of the item that you want to select when you are creating or commenting on a help desk ticket. *Must be used in conjunction with item number 5.
Ex: #type:asset or #type:accessory
  1. 5.
    Use #item: followed by the asset tag or asset name to select the item that you want to assign the help desk ticket. *Must be used in conjunction with item number 4. **This can also be used when commenting on tickets. When using special characters, any character other than the dash (-) sign is treated as the end of the value.
Ex: #item:123-abc or #item:JohnsChromebook
When using either #type: or #item: you need to use both tags. *Item number 4 and 5.

If an agent is assigned to a help desk ticket through the hashtag language, then the ticket assignment rules do not apply, except for the Email All rule.

Here is an example of what a complete ticket should look like.

Last modified 4mo ago