This User Manual is intended for people who will mostly use FocalScope as agents or regular users. Users and agents will primarily be concerned with accessing and using the various resources and tools at their disposal, to do their daily work and complete tasks assigned to them. Even so, administrators will certainly require a solid understanding of the concepts in this manual and would greatly benefit from a more thorough understanding of the features they will be implementing and maintaining. It is therefore that we at FocalScope recommend both users and administrators to read this manual and come to grips with the concepts presented and explained herein.
FocalScope has combined, into one package, all the critical elements that a product of this sorts should have. Robust e-mail/ticket handling, hierarchical security, asterisk telephony integration, Jabber chat and a myriad of interface functions and tools for both users and administrators, to extensively customize functionality and subdivide work routines. We at FocalScope are confident that you will, with the aid of this and other manuals released for FocalScope, learn to use all of the power available to you when you choose FocalScope as your help-desk solution.
Let's start by defining some of the basic functional terms associated with FocalScope.
A ticket can contain one or more e-mails which follow a common “thread” of dialog with a customer. For example, an after sales support request and any responses to it would be contained in the same ticket, including further dialog with this customer regarding that particular issue.
A ticket number is automatically created and assigned by the system for each new ticket that arrives in the system. This number is used for tracking purposes.