Helpdesk Email API - Manage Tickets from Your Inbox
Jitbit Helpdesk includes a built-in email API that lets your support team manage tickets without leaving their inbox. Close tickets, post internal notes, reassign agents, and more -- by adding simple commands to the email subject line.
This is especially useful for teams that prefer Outlook or another email client over the web interface. Every command works instantly: the helpdesk processes the instruction and updates the ticket in real time.
How the Email API Works
When you reply to a helpdesk ticket from your email software, Jitbit scans the subject line for special commands wrapped in hash marks. The helpdesk executes the command, applies the change to the ticket, and delivers your reply to the customer (or to technicians only, depending on the command).
All you need to do is add a command like #close# or #tech# anywhere in the subject line -- alongside the existing ticket number -- and the helpdesk takes care of the rest.
Email API Command Reference
Here is the complete list of email API commands you can use in the subject line:
#tech#-- Marks your reply as "for technicians only". The customer will not see this message. Use it for internal notes and agent-to-agent communication.#close#-- Closes the ticket after sending your reply. Perfect for quick resolutions handled entirely via email.#unsubscribe#or#unsub#-- Unsubscribes you from further notifications on this ticket. Helpful when you have been CC'd on a ticket that no longer needs your attention.#assign:USERNAME#-- Assigns the ticket to a specific agent by their username. This command requires administrator privileges.
You can combine multiple commands in a single subject line. For example, adding both #tech# and #close# will post an internal note and close the ticket in one step.
The full and most up-to-date list of commands is always available in the in-app help -- click the "help" link on the Admin > Email Settings page inside your Jitbit Helpdesk instance.
Important: Preserve the Ticket Number
Every helpdesk email contains a ticket number in the subject line (enclosed in curly braces). You must keep this ticket number intact when replying. If the ticket number is removed or altered, the helpdesk cannot match your reply to the correct ticket and will create a new one instead.
Most email clients preserve the subject line automatically. Just make sure you do not manually delete or modify the part that contains the ticket reference.
Email Forwarding
Jitbit Helpdesk also supports email forwarding to automatically create tickets on behalf of the original sender. If a customer accidentally emails your personal address instead of the support mailbox, simply forward the message to your helpdesk email and Jitbit will extract the original sender and create a ticket under their name.
For forwarding to work correctly, two conditions must be met:
- Your email address (the one doing the forwarding) must be registered in the helpdesk with the "technician" role assigned to the account.
- The email subject must contain "Fwd:" or "Fw:" so the helpdesk detects it as a forwarded message and extracts the original sender.
When to Use the Email API vs. the Web Interface
The email API is ideal for quick, on-the-go ticket management -- closing resolved tickets, leaving internal notes, or reassigning work while triaging from your phone or email client. For more complex operations like bulk actions, reporting, or setting up automation rules, the web interface and the REST API are better suited.
Related Resources
- Outlook Help Desk Integration -- Use Jitbit directly from Microsoft Outlook
- Help Desk Email Management -- How Jitbit converts emails into tickets
- Email Ticketing System -- Overview of Jitbit's email-based ticketing
- API Hooks -- Set up outbound API integrations with external apps