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
Manage Signatures
E-mail signatures can be created for personal use or shared in the system under the [Shared Items] node > [Group Signatures] folder. The ability to store group signatures allows you to store templates of signatures to be shared by a department or company where all agents can attach the same format for signatures in outgoing e-mails, giving you a more professional image.
Create New Signatures
- To create a personal signature, expand your personal folder, click on [Agent's Signature] folder (this will have the name of the agent's account).
- To create a signature shared in the system globally, click on the [Group Signatures] folder.
Existing Signatures will be displayed in the right pane. Right click anywhere on the right pane, then click [New...] to create a new singnature.
- Enter a subject for reference to this signature.
- You can add placeholders to the signature to cut down on entering data which can be filled in with placeholder variables. See the lesson Placeholders for more information.
Signatures created are listed in the right pane of the signatures folder, in the agent's workspace. You may create one or more signatures to be stored in this folder for later use.
Assign/Unassign a Default Signature
The above screen shows multiple signatures being created for an agent. Agents may set a default signature that will be used in their e-mail messages. Only one default signature is allowed. To assign or unassign a particular signature as default, right click on the signature you wish to use, then select [Change Default] as shown in the above image.
The selected default signature will appear in the content area of the message editor.
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