HaloCRM

HaloCRM Guides

Guides > Email Hashtags

Email Hashtags

In this guide we will cover:

- What is an Email Hashtag?

- Adding Hashtags to Emails

- Available Hashtags



What is an Email Hashtag?

Email hashtags allow your agents to add certain behaviours when they email in, without having to log in.


Adding Hashtags to Emails

Email hashtags can be enabled per mailbox in Configuration > Email > Mailbox Setup.


Fig 1. Enable email subject hashtags.


Hashtags can then be added to emails, either at the end of the subject, or at the beginning of the body. Ensure no spaces are left before the hashtag in the body.


For example, if the subject of the e-mail is "Re: Need help with Calendars – Issues within Outlook [ID:0065125]". To assign to the agent named "Sean", add #ASean to the end of the subject line like "Re: Need help with Calendars – Issues within Outlook [ID:0065125]#ASean".


Available Hashtags

#F

This hashtag sets the "From" address of the action to the specified email address. This email address must be registered against another user account, and the action will then also show as having been completed by that user.


Add #F followed by an email address associated with another user.


Fig 2. Example #F.


The action appears on the ticket as from that other user, and the ticket has been logged with against them.


Fig 3. Action matching to another user.


#A

This hashtag assigns the ticket to the agent with that name. 


On versions prior to v2.224 the hashtag can only match to an agent based on their first name. If multiple agents have the same first name, the agent with the lowest ID will be assigned the ticket.


On versions v2.224+ underscores can be used as spaces with the hashtag, allowing you to specify the first and last name of the agent.


Add #A followed by the first name of one of your agents. If specifying a last name add an underscore between the names (#AAmir_Said)


Fig 4. Example #A.


The ticket is then assigned to that named agent.


Fig 5. Ticket assigned to named agent.


If the ticket type created has a default team the agent is not a member of, the ticket will be moved to unassigned. But from v2.224+ the ticket will be assigned to the team that is the specified agent's default team, overriding the ticket type settings. 


#C

This hashtag closes the ticket, and shows as "Close by #C" in the action outcome.


This must be completed by an agent, and that agent cannot be the end-user of the ticket.


Add #C with nothing after it.


Fig 6. Example #C.


This will close the ticket, and show on the action outcome that it was closed by that hashtag being used.


Fig 7. Action to close ticket.


#P

This hashtag adds the body of the email as a private note on the ticket.


This must be completed by an agent, and that agent cannot be the end-user of the ticket.


Add #P with nothing after it.


Fig 8. Example #P.


The action will show the body of the email sent, and be hidden from the end-user.


Fig 9. Private email action.


#T

This hashtag adds time logged against the action that is created. 


This must be completed by an agent, and that agent cannot be the end-user of the ticket.


Note: Unlike the previous hashtags, this one requires an additional hash at the end.


Add #T followed by a decimal number (i.e. 1.5 for an hour and a half), then another hash after the number.


Fig 10. Example #T.


The action will then have that time taken, which is then added to the ticket.


Fig 11. Time added to action.


Popular Guides

Pin It on Pinterest