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Documentation to assist with the setup and configuration of the HaloITSM platform

Guides > Email Hashtags

Email Hashtags

Mailbox configuration will contain the following option on the incoming tab:

The hashtags can either be placed at the very end of the subject line, or at the very beginning of the body, without any spaces being used, immediately add the hashtag to carry out the action.

A list of available hashtags are as follows:

#

Description

Where

Example

#F

Sets “From” address to email address following #F

Subject Line

#Fexample@domain.com

#A

Assigns ticket to tech name

Subject Line

#AJohn

#C

Closes ticket

Subject Line

#C

#P

Adds private action

Subject Line

#P

#T

Adds time to action i.e. using #T1.5# will add 1H 30m to the action

Subject Line

#T1.5#

So, for example, if the subject of the e-mail is:

Re: Need help with Calendars – Issues within Outlook [ID:0065125]

To assign to Agent "Sean", add #ASean to the end of the subject line:

Re: Need help with Calendars – Issues within Outlook [ID:0065125]#ASean

This will assign the ticket to Sean.

If the Agent is also the end-user of the ticket, the assignment to the Agent will not work. You must ensure the end-user and the agent are different.

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