SupportTrio's advanced message parsing capabilities allow your administrators to read and answer tickets entirely by e-mail. While this will naturally not offer all the capabilities of the feature-rich SupportTrio web interface, it does offer a number of very convenient abilities.
You will first need to set up your E-mail Parsing and Message Filters so that SupportTrio can receive incoming mail and sort it into the appropriate departments. The next step is to configure the E-mail Confirmations for each of your departments under Departments->E-mail Confirmations. By default, these confirmations contain the full text of the most recent post on a ticket. Each user that wants to receive these admin e-mail confirmations must go to Your Settings->Notification Options and select the types of notifications you would like to receive.
SupportTrio will now send you e-mail notifications whenever a ticket relevant to you have new posts, and you may reply to the ticket by simply responding to the e-mail. Additionally, you may perform various actions on the ticket by simply adding SupportTrio action values to the message title. The values used for message actions can be edited under Settings->Email Parser->Email Message Actions if you wish. The default values are listed below:
[CLOSE] - When "[CLOSE]" is found in the subject of an e-mail message that was sent by the admin user, the ticket will be automatically closed.
[COMMENT] - When "[COMMENT]" is found in the subject of an e-mail message that was sent by the admin user, the response will be treated as comment (not visible to public users).
[DELETE] - When "[DELETE]" is found in the subject of an e-mail message that was sent by the admin user, the ticket will be automatically deleted, without adding a response.
[RESOLVE] - When "[RESOLVE]" is found in the subject of an e-mail message that was sent by the admin user, the ticket will be automatically marked as resolved.
[SPAM] - When "[SPAM]" is found in the subject of an e-mail message that was sent by the admin user, the ticket will be automatically marked as spam.
[STICK] - When "[STICK]" is found in the subject of an e-mail message that was sent by the admin user, the ticket will be set as sticky.
[UNSTICK] - When "[UNSTICK]" is found in the subject of an e-mail message that was sent by the admin user, the ticket will be set as not sticky.
So, if a client has sent a message titled "Everything is working now" with the text "Thanks for your help", you could simply hit reply in your e-mail client, and then change the message title from "Re: Everything is working now [RESOLVE]" to mark that ticket as resolved and remove it from the message queue.
