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View helpful articles, tutorials and FAQs on the set-up and configuration

of the FocalScope omnichannel suite, according to best practice.

Linking emails accross email accounts and ticketboxes

The primary concept of an email ticket is to tie together all back and forth communications between various parties subscribed to the topic. FocalScope has a feature that can be enabled to force emails with the same ticket number in their subject line to link together in the system, regardless of being sent to different individuals or departments. This article details how to enable linking of emails across email accounts and ticketboxes.

Please note, it is highly recommended that you download and reference the attached PDF diagram while reading the rest of this article


Enabling linking of emails across email accounts and ticketboxes

  1. In the [Main menu], select [Screen > Administration]
  2. Click the [Administration] tab
  3. Navigate to the [Global Configuration > E-mail Parameters] folder
  4. In the right-hand pane click the [Advanced] tab
  5. Tick the [link emails across email accounts] flag to enable the feature
    • Please note, the default behavior is that emails will now link to the original ticket in FocalScope (provided the full ticket number formatted exactly as configured in FocalScope) appears in an email's subject line. This will link the email to the original ticket as well as create a new ticket at the intended destination (e.g., individual staff member or department)
    • Please noteto have emails link to their original tickets without creating a new ticket at the recipient's folder(s), set the [Dispatching priority] setting to [Follow rules and ticketboxes]
  6. Click [Save] to save and activate changes

Figure 1 - Email linking options

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