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I've searched the community to see if this has been suggested before and searched the online help to see if it's already implemented but came up empty.
So here's my idea...
I consider myself an "occasional support" agent. I have people who answer support tickets as they come in, but if there's a ticket which they don't know the answer to they'll assign it to me. Since I'm not logged in to SmarterTrack all day, I've get email forwarding turned on for myself and also the ability to reply to a ticket via email. That part works pretty good.
What would be nice, however, is the ability to reply to a ticket from my email client and then include certain special reserved "tags" or "keywords" as instructions for SmarterTrack on how to process the ticket after dealing with the response.
For example, if I were to provide my response, and then at the very end, add something like [[CLOSE]] then it would essentially do the same thing as the "Send and Close" button inside of SmarterTrack. As it stands currently, it appears that tickets get marked as waiting all the time, even if I don't expect any further replies because my answer is perfect:)
Some other commands that would be nice (off the top of my head):