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
Smart POP
Smart POP accounts are used to accrue messages from multiple e-mail addresses, through a single connection. For example, if an e-mail server is configured to allow this, we can set-up one account "@example.com" to retrieve e-mails for person1@example.com, person2@example.com & personX@example.com et cetera. In this way we can save effort by avoiding setting up individual accounts for each person. Additionally, in some situations administrators may not even know all possible addresses and we can use smart POP to get e-mails for all addresses from the domain "@example.com".
Additionally Smart POP accounts allow us to dispatch messages into ticketboxes by analyzing the "To" & "Cc" fields of the incoming e-mails, against the "Address to Folder" mapping table (found in the [Smart POP] tab of the "E-mail account Properties" page). In cases where the table is not flexible enough (for example, a full list of possible e-mail addresses is not known) use e-mail dispatching rules. This lesson will show you how to add a POP account to the Smart POP feature.
After creating a new ticketbox (see the lesson Adding a New Ticketbox for more information)...
In the Administration screen, expand the [E-mail Accounts] node, expand the [Shared by ticketboxes] node and select the [Smart POP] folder. In the right hand pane, right click and select [New...].
The "E-mail account Properties" page will appear. Under the [General] tab, please fill in the description & POP3 settings for the account you wish to import e-mails from.
Finally click the [Test POP3] button, you will be asked to enter the pop3 server password again and if your settings are correct, you will receive a popup confirming success.
Click the [Smart POP] tab and then specify the ticketbox where the e-mails will be imported to, by clicking the [...] button. Select a ticketbox from the "Select Folder" dialog and click [OK] to add it (note: only one folder can be selected).
Enter the e-mail address associated with this ticketbox in the [Address:] field.
Click the [Add] button to add the ticketbox & detail, then finally click [Ok] to create the association.
We can see the newly created Smart POP entry. You can add additional entries or delete existing ones by right clicking and selecting [New...] or [Delete...] respectively.
In the Workspace screen, we can see the ticketbox is filled with e-mails imported form the private e-mail account associated with it. The user can now access private e-mails within FocalScope.
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