Service Desk can react to a number of different commands sent in the subject line of an e-mail message. While the internal command name is constant, system administrators can change the command name users insert in the Subject line of their e-mail message. The available commands are:
| Command | Action in Service Desk | System Response | Remarks |
| New | A new service call is created using attribute values from the e-mail message template. | An e-mail reply is sent to the caller as confirmation, with the details of the service call. | Confirmation reply is is an option. The caller is identified using the e-mail address of the sender. |
| Update<id> | The service call specified can be updated based on attribute values entered. Enter service call fields you want to modify, followed by an = or a : and the value. Each field and value must be on its own line. | An e-mail reply is sent back to the sender with the details of the modified service call. | The confirmation reply is an option. |
| View<id> | A history line is added to the service call specified by the <id> | An e-mail reply is sent back to the sender with the details of the service call specified. | Service call attachments can also be sent (optional). |
| List | None | An e-mail reply to sender with a list of all open calls from that sender. | List of service calls announced by sender or assigned to sender. |
| RE:RFI<id> | A history line will be added to the specified service call. History line text and variables can be set by the system administrator. | An e-mail reply is sent confirming the information was received. | The e-mail confirmation is optional. |
| RE:SolutionAccepted<id> | A history line can be added to the service call specified. The status can be configured by the system administrator. | An e-mail reply is sent confirming the change in status to Service Call <id> to Closed, for example. | The e-mail confirmation is optional. |
| Recall<id> | A history line can be added to the service call specified by <id>. System administrators can configure what the history line says and the status given. | An e-mail reply is sent confirming the change in status to "service call <id> recalled" | The automatic system response is optional. |
| Help | None | An e-mail message is sent to the sender with the e-mail command help text. | The help text can be edited by system administrators. |
| An unrecognizable command | None or Service Call depending on how you have configured the e-mail integration. | An e-mail message is sent back to the sender with the original command and a failed message. | You can configure the e-mail integration to create a new service call for all e-mail messages received by Service Desk that contain an unrecognizable command. |