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FocalScope Email Ticket icons and what they mean

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.

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Explanation

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.

Figure 1 - FocalScope Email Ticket icons & Action History log

Here is a table with each FocalScope Email Ticket icon and its description:

Icon	Description
	ticket on hold
	ticket closed
	incoming unread email
	outgoing email
	post to folder, an internal email from agent to agent
	draft
	SMS
	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)
	auto reply