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Can I change status based on an email reply from an end user?


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”? 

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

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  • Community Enthusiast
  • July 27, 2022

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


  • New SysMate
  • July 29, 2022

That worked for us! Thanks Max.


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