FAQ - How to 'recall' an email in FocalScope

The 'recall email' function is a popular function Outlook, but it only works in environments where Outlook and Exchange are in native communication. ...

FAQ - How to reset an agent's login password

This article details how to reset an agent's FocalScope login password.  Please note : Passwords can only be reset in the admin screen by administrat...

FAQ - Why am I getting 'Access Denied' entries in search results?

When using the Finder Tool, you may see 'Access Denied' shown for some or all results produced when searching for ticket and emails in FocalScope. Th...

FAQ - Why are autoresponses not sent out?

Autoresponses are a reliable and consistent way to communicate to your customers that you have received their emails. Autoresponses can be configured...

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...

FocalScope slow performance diagnostic tool

This feature will help the FocalScope support team to address more effective the slow performance issues the FocalScope system may have. The process ...

FocalScope won't receive emails after recreating email accounts

Whenever the mail server hosting the email accounts used by FocalScope needs to be recreated after a crash, FocalScope may stop receiving new emails ...

Get the best out of FocalScope with Google Chrome

FocalScope is fully compatible with the Google Chrome browser. For optimal performance and functionality, it is highly recommended that FocalScope be...

Get the most out of FocalScope knowledge-base articles

You will encounter a few different kinds of articles in the knowledge base. This article is intended to help you understand essential FocalScope term...

Guide on how to configure and use SLAs in FocalScope

FocalScope's SLA engine utilizes two components to give you precise tracking and predictable escalation of your SLA-dependent tickets. This article d...