Help center

View helpful articles, tutorials and FAQs on the set-up and configuration

of the FocalScope omnichannel suite, according to best practice.

    Email Ticketing

    How email loops occur between FocalScope and the email server

    FocalScope can automatically send responses to incoming emails using its Autoresponder feature. However, if the incoming email has an erroneous  [Fro...

    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...

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