Email to close ticket

[enush]

Is there a way to send an email that says "close" and the help desk will close that ticket? When out in the field with an iPhone, it is hard to use the web interface. Being able to close a ticket over email would be helpful.

[rbj]

Hi Karel,

How to apply this ?

Best Regards
Rasmus

[helms]

rbj_godske wrote:
Hi Karel,

How to apply this ?

Best Regards
Rasmus

Basically you need to add a link in the body of your email template with a link address similar to the following.

https://server.company.com/api.aspx?Action=EditTicket&Key=Your API Key Here&TicketID=[ticketid]&AgentEmail=AgentEmailAddress&State=Closed

The above will assign the ticket to the designated agent and close the ticket. We couldn't figure out a way to dynamically associate the agent email address as the ticket is unassigned at this point in time. If you add it to the "Agent Assigned/Subscribed (Sent to Agent)" template you can use [agentemail] as a tag in place of the italicized "AgentEmailAddress" above.

If you have a lot of agents (we only have three), then this might not work for you, but in our case I just created three bulleted lists with the different links for each agent. The agent can then click on their link and either claim the ticket or claim it and close it in one click. We did this for those "AgentA already took care of" type of emails.

If you have someone assigning tickets to agents then you can create the link on the correct template for just closing the ticket. Obviously your use case may be different so hopefully this helps out some.

Randy

[wgonzalez_hope]

Is there a possibility of close via email trigger feature being released on Lansweeper? We need it within our organization to get more accurate metrics on ticket closures since our techs spend most of there time away from there desk and it becomes a challenge for them to update/close tickets on resolve.

I'm also looking for a way to prevent users from reopening closed tickets. When they send a simple thank you reply after ticket closure it will reopen the ticket adding false metric data.

[Karel_DS · Accepted solution]

This is currently not possible via email. You could however make use of the ticket API (Configuration -> Ticket API). You can combine the EditTicket and AddNote functions to accomplish this.