Mountains of emails? We say, bring it on.
Modernise workflows with automation
Optimise daily operations
With FocalScope’s intelligent routing and ticket queues, every ticket is accounted for, and automatically distributed to the right agent based on priority, skills, availability, and many more. This saves time from manually sorting and distributing high volumes of emails one by one.
FocalScope also allows managers to define precise SLA controls. For instance, they can set time-based rules, and schedule warning alerts at specific intervals. Near deadlines, tickets can be auto-escalated to a quick-response team, ensuring that SLAs are always met.
Managers are also equipped with live dashboards and reporting features, which help them to surface bottlenecks, adjust routing methodologies, identify training opportunities, and more. With access to over 70 best-practice Excel reports, managers can gain insights from ticket traffic, agent performance and customer satisfaction.
Shift summary (Evening)
Avg. ticket handling time (mins)
FocalScope is the go-to software in the market for ticketing helpdesk and support software.
Director, Copenhagen Air Experience
Ever-evolving building blocks for success
FocalScope’s email ticketing software is constantly updated with new features that you love.
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.
Define SLAs policies based on your customers’ needs. Configure alerts so FocalScope will warn you ahead of time, and ensure your SLAs are always met. Measure performance using reporting features.
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.
Emails under the same ticket ID are automatically threaded. When resolved, the thread will be closed and reopened when a new email is received.
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.
Declutter your FocalScope workspace using sub menus to display only relevant folders. Can be configured for personal or team view.
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.
Ticket activity log
Tracks all interactions including timestamps, user assignments, open/close statuses for a clean audit trail. Includes internal notes. Hover to view entire ticket history.
Organise your inbox with labels. Get a pulse on what kinds of tickets are coming in. Run reports for deeper category analytics.
Merge and split tickets
Divide or combine tickets according to the situation. Great for complex situations requiring various parties.
Global search emails
Use keywords to search for specific emails across all accessible inboxes with one click.
Search feature also scans within attachments for added convenience. Multiple file types are supported, e.g. Doc, Excel, PowerPoint, PDF.
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.
Create auto-reply templates and configure when you want them sent e.g. confirmation receipts, out of office, public holidays etc.
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.
Agent online status
Agent availability status is visible across all channels. Supervisors can shift agents around to balance the workload as required.
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.
Personal email boxes
Using Outlook? Connect personal email accounts to avoid switching between Outlook and FocalScope.
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.
Send mass emails
Allows users to send mass emails directly from FocalScope without having to use external mail services.
Get customer feedback
Customise built-in survey form templates to gather customer insights. Supervisors receive automatic alerts for feedback with low scores.
Save files in FocalScope
Upload, share and manage files securely within the FocalScope server. Send large files to your customers via a download link.
Copy and paste, or drag and drop files into your email editor and they will be attached.
Auto email archiving
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.
Users can reply emails in their native language, and have it translated to the customers preferred language with one click.
30+ language pack
Choose from more than 30 languages to run FocalScope in.
Automatically guards all inboxes against spam mail. Override this action by clicking unspam.
Leverage FocalScope mobile app to manage emails on the go. Users can also add notes and assign tickets on mobile. Push notifications are also supported.
Let’s get technical
IMAP, POP3, SMTP, Microsoft Graph API for Mail, Gmail OAuth2 for IMAP/SMTP are supported by FocalScope.
Office365 Rest API
Leverage Microsoft Office365 Native Rest API to be granted access to both personal and shared mailboxes on Office365.
FocalScope supports pre-verification of user accounts and password against your Active Directory user database.
Granular user access
Enables administrator to specify individual user access to different features and delegate privileges.
Enable two-factor authentication (2FA) for an extra layer of security.
FocalScope can be configured to only allow access from specific IP address ranges you define. These restrictions can be applied to all users or only selected users.
FocalScope for Help Desks
“Brilliant email management system from FocalScope. More productive team. Faster response time on emails. Track SLA for email handling.
I have used FocalScope for years, so I know the system very well and it is truly amazing. It is so simple and flexible to use. Our staff enjoy using it because the user-interface is similar to Outlook, and it’s easy for us to on board new agents. I highly recommend this software tool to any company that is serious about customer service and efficient email management.”
System Manager, Maalaktier
FocalScope for Ecommerce
“FocalScope is a wonderful email and live chat solution. Emails are threaded and assigned ticket numbers automatically. I find it very smart that I can add internal notes to email tickets directly. Live chat is easy to embed on our website and fully integrated with email ticketing. I like the fact we have all our channels in one software package.
I only have good things to say about FocalScope: it is easy to use, constantly updated with new features and fast support.”
FocalScope for Publishers
“I love the fact that we can consolidate all our brands in one customer support system. FocalScope enables us to handle emails based on priority and automation rules. We can later obtain statistics for all customer-agent interactions and review our agent performance. Great product.”
Customer Service Chief, Aller Media
FocalScope for Travel
“FocalScope is clearly designed and developed by people who understand customer support in the travel industry. This is the best software I have seen in the market for email management, live chat and telephony. It’s all seamlessly connected. It’s flexible. Best of all, it is integrated to Amadeus.
With FocalScope, we have seen that we can provide faster response times to our customers, have better overview of the email flow, and work side by side in more office locations. FocalScope is a winner and I would highly recommend this tool to any company.”
Founder, Top Tours
All support channels in one place
There’s more where that came from. Offer customer service on every channel the easy way – with FocalScope.
Flexible and scalable telephony system for big and small businesses.
Live chat and bots
Interact with website visitors in real time and boost conversion.
Message customers via SMS, Telegram, WhatsApp, Facebook.
Help customers help themselves with FAQs and support articles.