Boost your customer service excellence with email ticketing software

Get a 360-degree view of prior interactions with each customer across any channel. Emails, live chats voice calls or social media – FocalScope will connect and display all your messages. 

Email tickets are automatically distributed to agents based on priority, agent availability, skills and more. Just define priority, round-robin or skills-based queues and FocalScope will do the rest.

Customise your dashboard using pre-built templates. Get real-time insights on your team’s performance using live data such as average response times, customer wait times and backlogs etc. 

Customise reports according to your business needs. Download or schedule them to be automatically sent to your mailbox. Reports are Excel-based for easy analysis. 

Allows teams and managers to have full transparency and collaborate effectively. Just define a common ticket folder structure and you are ready to go.

When a user is responding to an email, it will instantly be locked to prevent duplicate work. Others can view but cannot respond to the same email. 

Create rules to sort emails using keywords in both the email title and body message. Thereafter, tickets can be automatically prioritised, assigned, or moved. 

Consolidate multiple inboxes into a single, combined virtual view for quick overview and easy responses.

Add internal notes to a ticket to provide additional context, reminders or updates with the team. Notes are visible again when closed tickets are reopened.

Tracks all interactions including timestamps, user assignments, open/close statuses for a clean audit trail. Includes internal notes. Hover to view entire ticket history.

Divide or combine tickets according to the situation. Great for complex situations requiring various parties. 

Use keywords to search for specific emails across all accessible inboxes with one click. 

Use quick reply to type email replies directly without opening a new window. Leverage keyboard shortcuts to use canned messages or attach an internal note.

Create canned response templates for commonly used text formats. Allows agents to respond quickly, professionally and accurately.

Schedule recurring tickets for recurring daily, weekly, or monthly activities. Assign to respective users for their action. 

Set a follow-up reminder on emails and receive pop-up notifications for when the time comes.

Leverage FocalScope’s internal chat for quick realtime discussions. Chat history will automatically be recorded and attached to the respective ticket.

Assign new users under training mode, which enables assigned supervisors to review and approve all email responses before sending. 

Import existing or create new signatures. Group signatures are also supported, where individual user’s details e.g. name, photo, phone are automatically filled. 

Open up a two-way SMS channel with your customers. Great for appointment reminders, receipts, and confirmations. Mass SMS is also supported.

Customise built-in survey form templates to gather customer insights. Supervisors receive automatic alerts for feedback with low scores.

Upload, share and manage files securely within the FocalScope server. Send large files to your customers via a download link.

Set your email retention policy in FocalScope and all messages will be archived / removed accordingly.

Email editor includes a spell checker, so agents can fix highlighted mistakes prior to sending it out.  

Choose from more than 30 languages to run FocalScope in.

Automatically guards all inboxes against spam mail. Override this action by clicking unspam. 

IMAP, POP3, SMTP, Microsoft Graph API for Mail, Gmail OAuth2 for IMAP/SMTP are supported by FocalScope.

Leverage Microsoft Office365 Native Rest API to be granted access to both personal and shared mailboxes on Office365.

Enables administrator to specify individual user access to different features and delegate privileges.

Enable two-factor authentication (2FA) for an extra layer of security.