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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.

Email and ticket group folders with Processing Rules

The 'email group' folder reflects individual messages that are located in different locations in your FocalScope instance, whereas the 'ticket group' folder shows entire tickets. Both folders will show any SLAs that are operating on messages / tickets mirrored in them, as if these tickets were being viewed in the ticketboxes where they reside. This article details how to set up the 'email group' and 'ticket group' folders.

Please note: Both 'email group' and 'ticket group' folders are completely dependent on with Email Processing Rules mirroring tickets according certain capture criteria to the group folders.



Creating a new 'email group' or 'ticket group' folder

You can create group folders in either personal or shared folders as follows:

  1. Right-click a folder and select [New Folder] 
  2. In the [Folder properties] window, set a [Name] for the new folder and set the [Type] to [Email group] or [Ticket group]
  3. Click [Ok] to create the folder (highlighted in blue)
  4. Continued in next section...

Figure 1 - Adding a new group folder

Setting up an Email Processing Rule

Set up a new Email Processing Rule and ensure that the following conditions are met:

  1. At least one [rule condition] set to identify emails in the system that need to be mirrored to the 'email group' folder 
  2. Tick the [Mirror in the following email group folder] flag and specify the group folder as instructed to create in the previous section of this article
  3. Continued in next section...

Figure 2 - Required settings Email Processing Rules to work with 'group email' folders 

The active Email Processing Rule will start mirroring tickets in the group folder. You can monitor and action on messages and tickets in the group folder as if monitoring and auctioning on them in the ticketboxes where they actually reside in your system. Please note: You will even see SLA highlights appear on tickets that are mirrored from folders with an active SLA profile. 

Figure 3 - Emails mirrored in 'email group' folder

Additional Information

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