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
Create Auto Responders
Incoming messages are replied to automatically by the auto responders. In order to use auto responders, you'll need to first create a response to be used as an auto responder. See the lesson Manage Standard Responses to learn how to create a new auto responder. Once you have create a standard response, you can now assign that to your inbox as an auto response. This lesson will show you step-by-step, how to set-up auto responders.
Right click on a ticketbox or personal folder to which you want to add an auto responder, then select [Properties].
- In the "Folder Properties" page that opens, click on the [Auto Responder] tab.
- Click on [...] to select the auto responder to use.
- Select an auto responder supervisor for this responder.
- Tick on this checkbox if you want the auto responder to send responses, only once, to the same e-mail address within 24 hours from the reception of the e-mail.
- If there are addresses that you do not wish auto responder to send responses to, type their names in this box.
Auto responder parameters
Sets the condition to activate an auto responder for new incoming messages or for replies to your messages.
Exceptions
Whenever an exception is configured, auto responder ignores messages meeting the conditions of the exception. When the exception is removed the auto responder will resume auto-replying again.
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