We use the email integration to get our tickets. Employees email our help desk with their issues directly and it is turned into a ticket within sysaid.
After we close the tickets we send an email that asks the request user to respond if the issue is not resolved.
How can I change the status on a ticket when an end user replies to an email from sysaid regarding the ticket? We could use this in multiple ways, but in this instance specifically, if a user sends a message to a closed ticket how do I then change the status to “Reopened by User”?
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Can I change status based on an email reply from an end user?
Best answer by mhaag
Hey Tumulus,
yeah, you can. If you navigate to your email integration settings (Settings » Integration » Email » Account), you can define the status by using the list ‘Change status to’ (and ‘Unless SR status is‘). You can set a different status for each configured account if you wanted to.
Cheers,
Max
Hey Tumulus,
yeah, you can. If you navigate to your email integration settings (Settings » Integration » Email » Account), you can define the status by using the list ‘Change status to’ (and ‘Unless SR status is‘). You can set a different status for each configured account if you wanted to.
Cheers,
Max
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