Overview Live Chat Overview Standard Response Overview Service Level
Agreement (SLA) Overview Configuring New User Accounts Configuring Security Groups Configuring Shared
Jabber Groups Configuring
Ticketboxes Understanding and Setting up Agent View Understanding & Configuring
Accelerators
Administration Screen Create FocalScope Accounts for New User Create Personal Email Accounts Create Ticketboxes Create System
Email Accounts
for Ticketboxes
Overview Integration Users and Groups Email Accounts
Email Account Smart POP Smart SMTP System E-mail
Account
Rules E-mail Parameters Folder Tree External Compose Reporting News Tickers RSS Reader Data Purging Calendar
Configurations
to Agents Message View Discuss a Message
with Another Agent Flag Messages for Follow Up
Features Detailed - Live
Chat Log Detailed - E-mail List Detailed - E-mail Account Response Time - Detailed List Response Time -
Totals per Ticketbox Response Time -
Totals per Agent Statistics - Number of Messages Per Date Statistics - Number of Incoming E-mails per Time Interval Statistics - Number of Outgoing Messages
per Agent Statistics - Number of Open/Closed Tickets
per Ticketbox Statistics - Number of Open/Closed Tickets
per Category
Results
About Tickets and Messages
In this chapter, we will learn about tickets and messages and how to use them for collaboration. This lesson specifically, gives an introduction to the tickets and messages in Focalscope.
Columns for Message Inbox
Refer to the table above to understand what each column of the email inbox displays.
Message Status
The message status column has icons which indicates the present status of each message. Refer to the image below to understand what each icon, displayed in front of a message, means.
Icon Meanings
Each message icon in FocalScope and its meaning.
Outgoing Messages
Messages which are being sent or failed to send, are placed in the [Outgoing] folder. You may right click on the unsent message and click [Resend] to retry sending it.
Sent Messages
Once FocalScope has sent an e-mail message, a reference to that message can be found in the Agent’s [Sent Items folder]. You may view, forward, resend or delete sent messages from the [Sent Items] folder by right clicking a message in the list in the right pane, then select to [Forward], [Resend] or [Delete] the selected message.
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