Email Commands to Update Tickets Via Email in BoldDesk
The ‘Email Actions’ feature allows you to modify certain ticket properties, such as status, assignee, and requester, by simply sending an email to the support team with the appropriate command and value. This KB article presents the syntax and allowed actions for Email Actions.
Action keywords included in email content will only be taken into account if the sender is an active Agent. If Contacts or End-users use action keywords in their emails, they will not be considered.
Syntax
To use Email Actions, you need to include a command and a value in your email body. The syntax for the command and value is as follows:
#command value
For example, to assign the ticket to an agent with the email address [email protected], you should use the following command: #assignee [email protected]
Allowed Actions
Email Actions can be used for two events: ticket creation and updating a reply to an existing ticket. The allowed actions for each event are as follows:
Event: New Email
| Command | Values |
|---|---|
| #assignee | Assigns the ticket to an agent. The value should be the valid email address of the agent. |
| #category | Place the ticket under the specified category. The value should be the name of the category. |
| #requester | Sets the requester for the ticket. The value should be a valid email address of the contact. |
| #private | Creates the ticket as a private ticket. Note: This is a short key, so it doesn’t need any value. |
Event: Email Reply
| Command | Values |
|---|---|
| #status | Updates the status based on the given values. The value should be a valid status name. You can close the ticket without logging into the portal. |
| #private or #note | Updates the reply to the ticket as a private note. Note: This is a short key; it doesn’t need any value. |
Check out this video tutorial for more about Email Actions
- Command and value details should be separated by only one space.
- Each command should be separated by a new line.
- Commands can be placed anywhere in the body of the mail.
- For the command to be accepted, it must be both valid and accurate. The system will cross-check the values against the database, and if they do not match, the command will be disregarded. In such a case, the system will still process any remaining actions.
- Commands and values are case insensitive.
Permissions and Access Behavior
- Who can use Email Actions: Active Agents only.
- If the sender is not an active Agent: BoldDesk processes the email content normally, but does not apply any Email Actions commands.
Troubleshooting Email Actions
Commands Are Not Being Applied
- Verify the sender is an active Agent (commands are ignored for Contacts/End-users).
- Verify the command uses one space between command and value (example:
#assignee [email protected]). - Verify each command is on its own line.
- Verify the value exists and matches BoldDesk data:
#assignee: agent email address must be valid#requester: contact email address must be valid#category: category name must exist#status: status name must exist
- If one command is invalid, BoldDesk ignores only that command and still applies other valid commands in the email.
FAQs
1. Can Contacts/End-users change ticket fields using Email Actions?
No. Email Actions are applied only when the sender is an active Agent. When updating the ticket, the agents can only change the ticket status or add a private note.
2. Can I include multiple Email Actions in one email?
Yes. Use one command per line.
3. Do commands have to be at the top of the email?
No. Commands can be placed anywhere in the email body.
4. Are commands case-sensitive?
No. Commands and values are case-insensitive.
5. What happens if I provide an invalid assignee/category/status?
BoldDesk ignores the invalid command and continues processing any other valid commands in the same email.
6. Can I make a reply private?
Yes. Use #private or #note in an Email Reply.
