FocalScope indicates message status, type, and other information through the use of icons. This article will detail what each of the FocalScope Email Ticket icons signify.
FocalScope Email Ticket icons are visible on the leftmost column in the message list pane. Learning how to read these icons at a glance is a very useful skill to have.
These icons are also where you access the Action History log for each message in FocalScope. To view the Action History of a message, hover your mouse cursor over the Email Ticket icon of the message and wait for the yellow balloon popup to appear.
Here is a table with each FocalScope Email Ticket icon and its description:
|ticket on hold|
|incoming unread email|
|post to folder, an internal email from agent to agent|
|email being sent|
|email failed to send|
|replied incoming email|
|incoming email read by, at least, one agent|
|access denied, email can't be viewed by the agent|
|newest message in the ticket (used in conjunction with other icons)|
Table 1 - Email Ticket icon descriptions