Closing ticket via email

Is there a way to close a ticket from your email inbox instead of opening HelpDesk?

Hello, @lauren.long

You could configure a trigger to solve the task.

  1. Create a trigger which will run on adding of a comment.

  2. In a condition block, check whether the comment is from the assignee of current ticket and it contains a certain keyword. In this example I use *Solved* as the one.

  3. Set a "Status" field value to "Solved."

1 Like