# Email Help Desk: Hashtag Language

### 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. <br>

#### When entering the following tags, make sure that there are no spaces between the tag and the following value. See examples after each tag.&#x20;

1. Use <mark style="color:red;">#user:</mark> 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.***

Ex:    <mark style="background-color:red;">**#user:<some.email@domain.com>**</mark>

2. Use <mark style="color:red;">#admin:</mark> 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.***

Ex:    <mark style="background-color:red;">**#admin:<some.email@domain.com>**</mark>

3. Use <mark style="color:red;">#status:</mark> 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.***&#x20;

Ex:   <mark style="background-color:red;">**#status:closed**</mark> <mark style="background-color:red;"></mark><mark style="background-color:red;">or</mark> <mark style="background-color:red;"></mark><mark style="background-color:red;">**#status:progress**</mark>

4. Use <mark style="color:red;">#type:</mark> 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:   <mark style="background-color:red;">**#type:asset**</mark> or <mark style="background-color:red;">**#type:accessory**</mark><br>

5. Use <mark style="color:red;">#item:</mark> 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.***&#x20;

Ex:   <mark style="background-color:red;">**#item:123-abc**</mark> or <mark style="background-color:red;">**#item:JohnsChromebook**</mark>

<br>

When using either <mark style="color:red;">#type:</mark> or <mark style="color:red;">#item:</mark> 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.&#x20;

###

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

<figure><img src="/files/UFbasIXuYwC1RYXQRe6N" alt=""><figcaption></figcaption></figure>


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