Question
- Can you pass a custom attribute via email if the rule is in place and has a form associated with it that contains that attribute?
- Is there a way to change a ticket status through email?
Environment
Answer
Unfortunately, no. At this time, there is no way to update ticket statuses or field/attribute values via email. Email replies will only post a response to a ticket (or project, or task) feed item relative to where the original message was sent, and will honor the visibility and notification settings of that parent post.
If your organization would like to see this feature considered in future product development, consider submitting a Enhancement Request for Work Management.