The primary use of shared folders in FocalScope is for the day-to-day sharing of emails between agents who share a common job scope or serve a particular type of customer. Personal folders--while allowing a similar functionality through agent views--are intended for emails and tickets addressed (for the most part) directly to individuals. This article details how the Dispatch Priority is used to tailor the system's behavior (specifically, the linking of emails to related tickets), based on which folder type your agents rely on most in their daily use of the system.
Please note: Before setting the Dispatch Priority. You should consider the implications of any changes made. See the following instructions / explanation of implications to set the Dispatch Priority correctly for your system:
Figure 1 - Setting Dispatch Priority behavior