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
Shared Notes Folder
The Notes feature is a feature that allows for notes to be attached to a ticket, a single e-mail, or to a contact. These notes can be shared so that they can be viewed by anyone in the office when accessing that information.
List View
In the Workspace screen expand the [Shared Item] node, select the [Shared Notes] folder. In the right pane you will see the List tab and the Thumbnail tab, clicking on them allows you to switch between the 2 views to see the notes that are currently in the database. Notes are displayed in List View by default.
Thumbnail View
This is the thumbnail tab view.
Create New Notes
Right click anywhere in the right pane, select [New...]
Categorize Notes
You may categories notes by colors for the purpose of differentiation.
To select category for a note:
- Right click on a note.
- Click on [Select Category].
- Choose a color for the note.
Notice that "Notes 2" is now set to a green color.
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