Reply to a Case via Email

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Note​: This feature is only available to Full-Time Agents. If a Flex Agent would like to use this feature, please contact your billing administrator to upgrade the account.

Overview

Replying to cases by email is a convenient feature that gives agents another option to support customers. When replying by email, you can send a public reply, create a note, or include commands to set common properties like the Case Status or adding a Label.

Prerequisite

In order to reply to a case via email, you need to make sure you're on the latest version of the Notification Template. If you've made no customizations to your template, then you've automatically been upgraded. If, however, you've made changes to the default, you'll need to create a "New Theme" in the Notifications section under Admin > Cases > Notifications, and add your customizations to the new template. 

Steps

To enable this feature, go to Admin > Cases > Agents Reply From Email.

Enable Reply By Email

Sending simple replies

When you receive an email notification, reply like you would to any email. Your message will be added to the case history and your response will be sent to the customer exactly as if you had sent it from inside Desk.com.

Sending replies and setting case properties

In addition to your response to the customer, you can also tell Desk.com how to handle the case—right from inside the same email message.

After you’ve typed your response to the customer, you can add any of the following reply commands:

Command [value]

Values

Examples of Usage

#assign [value]

First/full name or username of another user, or name of group.

#assign Bob

#assign Bob Slydell

#me

#status [value]

‘open,’ ‘pending’ or ‘resolved’

#status open

#label [value1, value 2, …]

Add one or more labels, each separated by a comma.

#label flare

#label red-stapler, tps-report

#cc [value1, value2, …]

One or more valid email addresses separated by commas.

#cc bob1@initech.com, bob2@initech.com

#subject [value]

The new subject.

#subject Working this weekend.

#note [value]

A private note to add to the case history.

#note VIP customer...

#reply [value]

The reply to the customer

#reply Thank you...

 

VERY IMPORTANT:  If you begin an email response with a message to the customer before any commands are issued, that message will be sent to the customer and added to the case as a REPLY.  You can add commands first, but if you do, you must explicitly start a reply to the customer with either the #reply or #r command.  

NOTES:

  1. All commands are optional. You can send an email with one command or with all of them.
  2. ​You can send more than one response to the same notification.
  • If you send the same command twice with a different value each time, the newer response will overwrite the first value.
  • ​If you send different commands in different responses, they will all be applied as they are received.
  1. You don’t have to send a response to the customer. You can send property-setting commands only, or just add a private note.

Examples

Example 1

This will send a message to the customer, assign the case to the ‘The Boss’ agent group, resolve the case, and add a private note to the case.

 

Complex example #1

Example 2

Both examples will do exactly the same thing, but notice how in the second example, the reply to the customer had to be explicitly defined by the #reply command. Make sure whenever the reply is not the first thing you include, the customer reply portion has the #reply command.

Complex example #2

Preventing conflicts

Sometimes, when you reply to a notification, the customer will have replied again or another agent will have sent a reply. Rather than processing your reply and possibly sending incorrect information, we'll send you another notification email letting you know about the conflict. The notification will contain your response and the other agent’s response. That way you can see what was said and decide how to proceed.
 

We stopped your message--Warning

 

If you are happy with the other agent’s response, do nothing. Your reply email will be ignored.

If you wanted to still send your original response, reply to the conflict notification email with the single command:  #resend.

Forwarding an email to create a new case

If Forward Processing is enabled, when forwarding an email message into the main support email address, a new case will be created from the information in the original email message. As the forwarding agent, you can add additional commands to tell Desk.com how to set some of the properties on the new case that it will create.  

Forward Commands

Command [value]

Values

Examples of Usage

#assign [value]

First/full name or username of another user, or name of group.

#assign Bob

#assign Bob Slydell

#status [value]

‘pending’ or ‘resolved’

#status pending

#label [value1, value 2, …]

Add one or more labels, each separated by a comma.

#label flare

#label red-stapler, tps-report


#note [value]
 
A private note to add to the case history. #note VIP customer...