How can I change fields like category, status, priority etc by sending email by the ticket owner?

Question

For eg: as a ticket owner I wish to set the status of the ticket to resolved by sending an email to the common service desk email if with ticket no in the subject so it appends to the ticket and also perhaps specify some key tags or notion to change status to "Resolved".

Paul Wiggers · Answer

Hello @Abhishek Gupta

Thank you for your question and welcome to the community.

First of all, please make sure that this is something that you want to implement. Resolving issues based on comments can lead to missed comments from customers that might have additional questions.

However, if you still want to implement this, the below automation should give you a start

Is this what you are looking for?