<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p data-pasted="true"><strong>In this guide we will cover:</strong></p><p><strong>- What is an Email Hashtag?</strong></p><p><strong>- Adding Hashtags to Emails</strong></p><p><strong>- Available Hashtags</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is an Email Hashtag?</span></strong></p><p>Email hashtags allow your agents to add certain behaviours when they email in, without having to log in.</p><p><br></p><p><strong><span style="font-size: 14pt;">Adding Hashtags to Emails</span></strong></p><p>Email hashtags can be enabled per mailbox in Configuration > Email > Mailbox Setup.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY3OWI5NGI1LTAzZTYtNDU5YS1iZTE1LWMyNTM5ZjJhODlkNSJ9.5MOdtCIwcHitMkpc8170eSOyc_c1llR6yuZQTM3zQpI" width="280" height="70" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enable email subject hashtags.</span></strong></p><p><br></p><p>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.</p><p><br></p><p data-pasted="true">For example, if the subject of the e-mail is "<em>Re: Need help with Calendars – Issues within Outlook [ID:0065125]</em>". To assign to the agent named "Sean", add #ASean to the end of the subject line like "<em>Re: Need help with Calendars – Issues within Outlook [ID:0065125]#ASean</em>".</p><p><br></p><p><strong><span style="font-size: 14pt;">Available Hashtags</span></strong></p><p><strong><span style="font-size: 12pt;">#F</span></strong></p><p data-pasted="true">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.</p><p><br></p><p>Add #F followed by an email address associated with another user.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY3YmVkYjU3LTVkMmItNGY0ZC1iNWNhLWFkN2VmYjQ5OGQ0YyJ9.6PKzK0ft5A67pxm-xf-AnI8cKImaOmSbcTXpvGTLzoY" class="fr-fic fr-fil fr-dib" width="405" height="411"></p><p><strong><span style="font-size: 10pt;">Fig 2. Example #F.</span></strong></p><p><br></p><p>The action appears on the ticket as from that other user, and the ticket has been logged with against them.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVhYzEwM2Y1LTM1ODgtNDM3MC04ZGFjLTg1YTU4MGNhMTcxZSJ9.Q49Ilmb5muHO6T-DvC22GahXYO_a1XtnTJyTU6TZxf4" class="fr-fic fr-fil fr-dib" width="1208" style="width: 1210px; height: 317.237px;" height="317"></p><p><strong><span style="font-size: 10pt;">Fig 3. Action matching to another user.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">#A</span></strong></p><p>This hashtag assigns the ticket to the agent with that name. </p><p><br></p><p>Underscores can be used as spaces with the hashtag, allowing you to specify the first and last name of the agent.</p><p><br></p><p>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)</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQzZGU4ODU2LThhNzctNDAyZi1hMWIzLWRlZWFmZDZjODMzYiJ9.P9qOJszBdAoaz8Fvq4d_HRycXBYHzEcgxlbQjMvUDrI" class="fr-fic fr-fil fr-dib" width="540" height="567"></p><p><strong><span style="font-size: 10pt;">Fig 4. Example #A.</span></strong></p><p><br></p><p>The ticket is then assigned to that named agent.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUxNjM4NGEwLTlkMTQtNDc2MS1iYzA3LWU4MjYzOThiNzlmNCJ9.u8qBQsPlMZSbLX8-2YKe3yMxg4BWdUSU9WdDaKT3oXs" class="fr-fic fr-fil fr-dib" width="1211" style="width: 1213px; height: 374.173px;" height="374"></p><p><strong><span style="font-size: 10pt;">Fig 5. Ticket assigned to named agent.</span></strong></p><p><br></p><p><span style="font-size: 11pt;">If the ticket type created has a default team the agent is not a member of, the ticket will be assigned to the team that is the specified agent's default team, overriding the ticket type settings. </span></p><p><br></p><p><strong><span style="font-size: 12pt;">#C</span></strong></p><p>This hashtag closes the ticket, and shows as "Close by #C" in the action outcome.</p><p><br></p><p data-pasted="true">This must be completed by an agent, and that agent cannot be the end-user of the ticket.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkyOThiMzNlLTVmNzMtNGZlOS05ZTAxLTdhODFiOTU0NmU1MyJ9._zlIUQGep4lmJFIzVZwMZRLrnmUqFGsk4CV-wdwy3-4" width="535" height="562" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; max-width: none !important;" data-pasted="true" class="fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 6. Example #C.</span></strong></p><p><br></p><p>This will close the ticket, and show on the action outcome that it was closed by that hashtag being used.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUxNjQ3MTMzLWU0NzItNGQ0Ny1iMTgzLTMwNTNkNmRhMTYzYSJ9.bFivKAFEGcEQZ084j-l5vOU7AYZfB4DdXOMv9z5LqlU" class="fr-fic fr-fil fr-dib" width="997" height="394"></p><p><strong><span style="font-size: 10pt;">Fig 7. Action to close ticket.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">#P</span></strong></p><p>This hashtag adds the body of the email as a private note on the ticket.</p><p><br></p><p data-pasted="true">This must be completed by an agent, and that agent cannot be the end-user of the ticket.</p><p><br></p><p>Add #P with nothing after it.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdiMDk2NTE2LThhMDQtNDIwZi1hNDE4LWI4ZWNlZTVlMzIwZiJ9.o9D4zbwyGsgCMGHS_j4FFzRBabKbd1ZI0VfFk8YwgI0" class="fr-fic fr-fil fr-dib" width="540" height="412"></p><p><strong><span style="font-size: 10pt;">Fig 8. Example #P.</span></strong></p><p><br></p><p>The action will show the body of the email sent, and be hidden from the end-user.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQwNGE2NDVjLTg1MWYtNDRmNy1iZTJiLTNjYWE0M2FjMDVkNyJ9.48_U3DP65BMg9KNIPYfYsimtxy5xEyqKbdB-PkaUAu4" class="fr-fic fr-fil fr-dib" width="957" height="201"></p><p><strong><span style="font-size: 10pt;">Fig 9. Private email action.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">#T</span></strong></p><p>This hashtag adds time logged against the action that is created. </p><p><br></p><p data-pasted="true">This must be completed by an agent, and that agent cannot be the end-user of the ticket.</p><p><br></p><p><strong><em>Note: Unlike the previous hashtags, this one requires an additional hash at the end.</em></strong></p><p><br></p><p>Add #T followed by a decimal number (i.e. 1.5 for an hour and a half), then another hash after the number.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM5NWMzNGI4LTRhZTktNGI5Zi1iOTU0LTdiYWMzNmEyZWQ5NSJ9.rEp49oAeXTxVrITJ8L1OeZK6UEszy2qvQVf3o2aS-4k" class="fr-fic fr-fil fr-dib" width="547" height="409"></p><p><strong><span style="font-size: 10pt;">Fig 10. Example #T.</span></strong></p><p><br></p><p>The action will then have that time taken, which is then added to the ticket.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM5NTgxY2RmLTQ5MGEtNGUxMS1iZWUzLTU3NzEzNDhlNmZlZSJ9.mcL9XWZVX-6D6FAL9cr0AkvPmQdxNTNM1c-CLzWopfI" class="fr-fic fr-fil fr-dib" width="331" height="432"></p><p><strong><span style="font-size: 10pt;">Fig 11. Time added to action.</span></strong></p><p><br></p>
