How Outlook and Exchange can prevent FocalScope from receiving emails

FocalScope can coexist with any other email client and does not require any changes to your mail server. However, as Outlook has specifically been de...

How the 'Reopened' ticket-state tab works

The 'reopened' ticket-state tab serves a special purpose of giving agents a focused view of tickets that have been reopened after temporary closure. ...

How to activate FocalScope's Duplicate Attachment Suppressor

One major advantage of FocalScope is that it stores all its data centrally. This allows FocalScope to suppress duplicated information in its database...

How to add folders to Personal / Shared Folder Tabs

Personal and Shared Folder Tabs are ideal for giving users a focused or task-based view of folders and tickets in the system, especially in FocalScop...

How to add multiple personal email accounts to one user

FocalScope allows the use of multiple personal emails accounts simultaneously by the same user.     Tutorial on adding multiple personal email accou...

How to add the agent's picture in the signature

FocalScope allows to have the picture added to the agent's signature, both when the agent replies from his own email or using a common one.In order...

How to assign tickets using hotkeys

FocalScope hotkeys can help you accomplish routine tasks with a minimal amount of clicks and mouse movements. This article details how to assign tick...

How to change the ticket-number format in FocalScope

You may wish to alter the ticket number format of tickets in FocalScope to promote your branding purposes or improved ticket identification. You can ...

How to check for / troubleshoot an incorrect email password

FocalScope is totally dependent on the correct credentials being provided for each email account to authenticate against the mail server and send / r...

How to configure and enable FocalScope's Acknowledgment of Assignment feature

FocalScope has many features dedicated to communicating to customers what is happening to their enquiries. Another of these is the Acknowledgment of ...