Simon Says "Update Ticket Right From Mailbox"… with Email Commands

Written by on March 7, 2012

It’s the weekend and you are all propped up with your favorite novel and a steaming Latte at Starbucks. The Gods despise your moment of relaxation and you receive a support notification on your shiny new iPhone. For added effect, imagine this is your super-high value customer with a question that only your colleague Bob can resolve. You know that you can put in your answers in a reply to this email and have Freshdesk send it to the customer. But how do you get the ticket bumped up to “high” priority, and have it assigned to Bob, without getting out of that comfy Starbucks couch? Wouldn’t it be cool if you could avoid even logging into your portal, and have the ticket prioritized, re-assigned and even send the customer a note that everything is under control, with just one reply right from your mailbox? Well, with Email commands, now you can!

Announcing Freshdesk’s Email Commands

With Email Commands in Freshdesk, you can pretty much “talk” to your helpdesk and spell out exactly what you want it to do with a ticket, right from your email client.

To make it even more fun, you can play a game of “Simon Says” with Freshdesk. Now with a reply like this:

Just add @simonsays to a reply and update Freshdesk tickets right from your email

You can make sure that your helpdesk automatically makes the ticket priority high, assigns the ticket to Bob and just sends the customer the rest of the email. The “commands” part gets stripped off by Freshdesk, so your customer doesn’t see what’s brewing inside your kitchen. You get to do all this magic with a simple email from your iPhone.  And get back to your novel before your Latte gets cold.Have some fun. Play around with @SimonSays and let us know what you think.
For a more detailed explanation head over to our solutions page.
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