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 SMTP
Smart SMPT is a counterpart to Smart POP. When sending a message or a reply out from a ticketbox, there is always the question "What to put in the [From] field and which account (SMTP server) to use to send the message?". By setting up Smart SMTP, the administrator answers this question for e-mails received by Smart POP accounts. For such messages FocalScope will use the "Folder to Address" mapping table (found on the [Smart SMTP] tab of the "E-mail account Properties page") to match the address of an incoming message and assign a "From" account for it. For new outgoing e-mails, FocalScope will request the selection of one pre-configured SMTP account & address in the mapping table for that folder. This lesson will detail how to add an SMTP account to the Smart SMTP 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 SMTP] 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 & SMTP settings for the account you wish to send e-mails from.
Finally click the [Test SMTP] button, you will be asked to enter the SMTP server password again and if your settings are correct, you will receive a popup confirming success.
Click the [Smart SMTP] tab and then specify the ticketbox where the e-mails will be created in and sent from, 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).
Fill in the [Address:] field with the "from e-mail" you want to attach to e-mails sent from this folder/account. Also add the display [Name:] which will be displayed in sent e-mails.
Click [Add] to finish adding the ticketbox and details, then click [Ok] to create the new association.
We can see the newly created Smart SMTP entry. You can add additional entries or delete existing ones by right clicking and selecting [New...] or [Delete...] respectively.
In the Workspace screen, if we create a new mail in the [Sent Private Mail] ticketbox, we will note in the [From:] field the Name and E-mail we specified in the Smart SMTP association. If we send the mail it will be created in the folder and be sent using the SMTP server we configured.
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