Smart Tags
Smart Tags are pre-defined strings that you can use to edit certain values within a ticket when that ticket is updated via the Novo Mail Service.
For instance: if an admin user wanted to provide a resolution to a ticket, and then set the ticket to Closed simply by sending an email from his cell phone while he was sitting in a plane, he could send an email to the Novo Mail Service and include a Smart Tag in between the Above/Below delimiters with the sytax {SmartTag: desiredvalue}.
(Please reply below this line)
{Status: Closed}
{Resolution: This issue is resolved with update 4.70.03}
(Please reply above this line)
When Novo Mail processes the email, the status of the ticket will be updated to Closed and the Resolution will be filled in accordingly.
Since the ticket update is a modify event, you can also create Custom Rules to reassign or email the ticket on this event. Other conditions would need to be in place for the rule to be effective and yet not too far reaching but you probably get the idea.