Change status via email

HelpDesk Microsoft 365 version
1

Is there a way to change the status of a ticket via email?

2

Hello,
Sure! With triggers you can do a lot of different things, including this.

Just as an example, here you can find a trigger that whenever the assignee creates a comment containing #solved in the body, it will change the ticket status to solved.

image1.PNG721×659 14.9 KB

Best regards,
Andre Lima
Plumsail Team.

3

Hi there,
This doesn’t seem to be working for me.
If I reply with a comment and include #solved nothing seems to happen with the ticket.
If I just reply with #solved, the ticket has no status in display mode, and the same status when I view it in edit mode.

Any ideas?

4

uploading screenshot of my trigger

2017-07-11_14-34-41.png749×541 16 KB

5

Hi,
Try using the ID of the status and not the name itself, like this:

trigger.PNG732×600 16.3 KB

Best regards,
Andre Lima
Plumsail Team.

6

Unfortunately It is still behaving the same. On a view only it shows no status, on the edit view it still shows In Progress. Is it possibly that the internal ticket value is not getting updated?

7

I didn’t wait long enough! That worked!!! Thank you so much.